Front Office Manager

Hilton Garden Inn Boston/Logan; Boston (MA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical & Dental Insurance

Life Insurance & LTD

401(k) with Employer Match

Vacation

Sick time

Brand discounts

Job summary

Hilton Garden Inn Boston/Logan is seeking a Front Office Manager to lead the guest services team and oversee the front desk operations to ensure the highest level of guest satisfaction.

You will supervise Guest Service Agents and the Front Desk Supervisor, coordinate cross-departmental guest service programs, and manage training, payroll, and performance evaluations. The role requires strong English communication and the ability to manage in a fast-paced hotel environment.

Qualifications

• English verbal and written communication skills required.
• Bi-lingual skills are a plus.
• 1-3 years related experience required.
• Able to lift up to 50 lbs, bend and stoop, stand/walk for extended periods.

Responsibilities

• Oversee Guest Service Agents and the Front Desk Supervisor (if applicable).
• Responsible for completion of training programs and schedules for Direct Reports.
• Review payroll for department and verify clock-in/clock-out times of the front office associates.
• Responsible for superior guest service and guest satisfaction as measured through Brand GSS surveys and online reviews.
• Responsible for Front Desk Department associate performance evaluations, scheduling and time and attendance.
• Coordinate all special guest programs between Sales, Front Desk, Food & Beverage, Housekeeping, and Shuttle Service.
• Knowledgeable in the hotel’s Property Management System.
• Complete and print all required daily reports, records and logs as necessary.
• Relocate guests to nearby hotels as necessary.
• Balance cash, check, credit card and ledger accounts as assigned.
• Conduct monthly meetings with the Front Desk staff.
• Serve as Manager on Duty.
• Attend mandatory meetings & hotel functions.
• Comply with all company standards and policies, as established in the employee handbook.
• Maintain Market/Suite Shop Inventory and Price List.

Skills

English (verbal & written)

Bi-lingual

Guest service

Job description

Description

The primary function of the Front Office Manager is to assist the hotel guests and attend to their needs while utilizing the highest possible level of service; thus, ensuring we are providing a welcoming and accommodating environment. The Front Office Manager is also meant to direct, oversee, train and evaluate the performance of all Guest Service Agents and the Front Desk Supervisor (if applicable). They are to resolve guest issues and perform duties as required to ensure 100% guest satisfaction. The Front Office Manager will oversee the front desk processes between the guests and the various hotel departments.

Responsibilities:

• Oversee Guest Service Agents and the Front Desk Supervisor (if applicable).
• Responsible for completion of training programs and schedules for Direct Reports.
• Review payroll for department and verify clock-in and clock-out times of the front office associates.
• Responsible for superior guest service and guest satisfaction as measured through Brand GSS surveys and online review sites.
• Responsible for Front Desk Department associate performance evaluations, scheduling and time and attendance.
• Coordinate all special guest programs, amenities, arrangements, etc. between all departments (Sales, Front Desk, Food and Beverage, Housekeeping, and Shuttle Service), to ensure flawless execution of guest expectations.
• Knowledgeable in the hotel’s Property Management System.
• Complete and print all required daily reports, records and logs as necessary.
• Relocate guests to nearby hotels as necessary.
• Balance all cash, check, credit card and ledger accounts as assigned as per proper protocol.
• Conduct monthly meetings with the Front Desk staff.
• Serve as Manager on Duty.
• Attend mandatory meetings & hotel functions.
• Comply with all company standards and policies, as established in the employee handbook.
• Maintain Market/Suite Shop Inventory and Price List.

The benefits package offered to eligible associates includes:

• Medical and Dental Insurance
• Long Term Disability and Life Insurance
• 401(k) retirement plan with Employer Match
• Vacation
• Sick time
• Brand specific team discounts

Requirements:

• 1-3 years related experience
• Able to lift and carry up to 50 lbs.
• Able to bend and stoop
• Able to stand and walk for extended periods of time
• English verbal and written communication skills
• Bi-lingual skills a plus
• Availability nights, weekends, and holidays.