Front Office Leader: Guest Experience Director

Hilton-Garden-Inn-Hotel; Detroit (MI); On-site; USD 52,000 - 80,000; Full time

Benefits offered by this job

Early pay

Medical

Dental

Vision

Matched 401K

Hotel discounts

Job summary

Hilton Garden Inn Detroit Downtown is seeking a hands-on Front Office Manager to lead our guest services team and safeguard an exceptional guest experience. You will supervise front desk staff, manage payroll and schedules, review VIP reservations, and ensure accurate occupancy reporting.

In this role you’ll handle difficult guest issues, coordinate with departments, and maintain calm in busy periods. Weekend, holiday, and night shifts are required to meet hotel needs.

Qualifications

• Bachelor's degree in Business Administration, Hospitality Management or related major.
• 4 years experience as Director of Front Office or Front Office Manager.
• Hotel experience required.
• Additional language ability preferred.
• High school diploma or its equivalent.

Responsibilities

• Communicate effectively both orally and in writing to provide clear direction to staff.
• Observe performance and encourage improvement.
• Interview, select, trains, supervises, evaluated, counsels, and administers disciplinary procedures for front office staff.
• Monitor lobby traffic and makes staffing adjustments as required.
• Reviews VIP reservations and ensures proper handling of VIP’s and groups, administers amenity orders, and resumes for incoming guests.
• Monitors special reservation requests handling and oversees rate changes on in-house guests.
• Computes daily payroll, schedules, and other reports.
• Analyzes data and makes decisions based on prior experiences and knowledge of circumstances to ensure staffing levels are applicable to the occupancy of the hotel.
• Manages front office staff, resolves guest concerns, and implements resolution by using discretion and judgment.
• Frequently serves in role as Manager On Duty.
• Fields guest complaints, conducting a thorough research to develop the most effective solutions and negotiate results.
• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning.
• Remain calm and alert especially during emergency situations and heavy hotel activity.
• Plans and implements detailed steps by using experienced judgment and discretion.
• Regularly review Front Office S.A.L.T scores to maximize rooms’ revenue.
• Will require open availability on weekends, holidays, and night shifts due to operational needs.

Skills

Staff management

Guest service

Payroll

VIP reservations

Scheduling

Conflict resolution

Education

Bachelor's in Business Administration or Hospitality Management

High school diploma

Job description

Hilton Garden Inn Detroit Downtown is seeking a hands-on Front Office Manager to lead our guest services team and safeguard an exceptional guest experience. You will supervise front desk staff, manage payroll and schedules, review VIP reservations, and ensure accurate occupancy reporting.

In this role you’ll handle difficult guest issues, coordinate with departments, and maintain calm in busy periods. Weekend, holiday, and night shifts are required to meet hotel needs.