Front Office Leader: Guest Experience & Operations

Hilton Anchorage; Anchorage (AK); On-site; USD 60,000 - 90,000; Full time

Job summary

Hilton Anchorage is seeking an experienced Front Office Manager to lead the daily operations of our Front Office, overseeing Front Desk, Guest Services, PBX, Bell Services, and Rooms Coordination. The role focuses on delivering exceptional guest experiences while building a high-performing team.

The ideal candidate has 3-5 years of Front Office experience with supervisory skills and a track record of strong leadership.

Qualifications

• Minimum 3-5 years of hotel Front Office experience.
• Previous supervisory or management experience preferred.
• Experience with Hilton systems (OnQ, PEP, or equivalent PMS) preferred.
• Strong leadership, coaching, and team development skills.
• Excellent guest service and conflict resolution abilities.
• Strong organizational and time management skills.
• Ability to work in a fast-paced, high-volume environment.
• Excellent verbal and written communication skills.

Responsibilities

• Lead the daily operations of the Front Office, including Front Desk, Bell Services, PBX, and Guest Services.
• Ensure exceptional guest service throughout the arrival, stay, and departure experience.
• Recruit, train, coach, and develop Front Office team members.
• Create schedules and manage labor to meet operational and financial goals.
• Resolve guest concerns and service recovery situations professionally and promptly.
• Monitor room inventory, occupancy, room assignments, and daily arrivals/departures.
• Coordinate closely with Housekeeping, Engineering, Sales, Security, and Food & Beverage to ensure seamless hotel operations.
• Manage VIP arrivals, airline crew accommodations, group arrivals, and special requests.
• Ensure compliance with Hilton brand standards, safety procedures, and company policies.
• Monitor departmental performance through guest satisfaction scores, service metrics, productivity, and quality assurance standards.
• Conduct daily pre-shift meetings and communicate operational priorities.
• Review reports including occupancy forecasts, revenue reports, arrivals, departures, and guest feedback.
• Support revenue optimization through room inventory management and upselling initiatives.
• Assist with budgeting, payroll, forecasting, and departmental expense control.
• Maintain a safe, positive, and professional work environment.

Skills

Leadership

Guest Service

Staff Development

Operations Management

OnQ/PEP PMS

Microsoft Office

Tools

OnQ/PEP PMS

Microsoft Office

Job description

Hilton Anchorage is seeking an experienced Front Office Manager to lead the daily operations of our Front Office, overseeing Front Desk, Guest Services, PBX, Bell Services, and Rooms Coordination. The role focuses on delivering exceptional guest experiences while building a high-performing team.

The ideal candidate has 3-5 years of Front Office experience with supervisory skills and a track record of strong leadership.