Front Office Manager

Hilton Hotels; Honolulu (HI); On-site; USD 75,000 - 82,000; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

401k with company match

Team Member Travel Program

Stock purchase program

Paid Time Off + Sick Days

Job summary

Hilton Grand Vacations is seeking a Front Office Manager to lead the front desk, bell, and valet teams at Hilton Hawaiian Village. This role emphasizes guest experience, operational excellence, and developing a large team in a dynamic resort environment.

You will manage schedules, performance reviews, and onboarding while ensuring safety and service standards. Strong leadership, communication, and a sense of urgency are essential; Japanese language skills are a plus.

Qualifications

• High school graduate or equivalent.
• 3-5 years of relevant hotel/front office management experience.
• Strong leadership, problem-solving, and communication skills.
• Experience working with a Collective Bargaining Agreement (CBA) is a plus.

Responsibilities

• Lead Front Office Operations including front desk, bell, and valet.
• Oversee schedules and performance evaluations; manage onboarding.
• Coordinate with other departments to optimize room inventory and revenues.
• Monitor guest survey scores and resolve issues to maintain service excellence.
• Oversee department training programs and safety compliance.

Skills

Leadership

Team management

Guest service

Communication

Problem solving

Education

High school graduate or equivalent

BA/BS/Bachelor's Degree (preferred)

Job description

Front Office ManagerThe Front Office Manager is accountable for delivering a seamless and memorable arrival, stay, and departure experience for every guest. In this highly visible leadership role, you will oversee Front Office operations including Guest Service Agents and our Bell team, ensuring exceptional service standards are consistently delivered.You'll also play a critical role in shaping the guest experience, leading and developing a large team, and driving operational excellence in a dynamic, fast-paced resort environment. As a Manager on Duty, you will confidently lead through high-pressure situations, respond to emergencies, and ensure smooth daily operations across departments.This role supports Front Office operations within Hilton Hawaiian Village, with leadership exposure across multiple towers, offering a unique opportunity to operate within a large-scale, dynamic resort environment.If you are passionate about hospitality, thrive in sophisticated environments, and enjoy leading teams to deliver outstanding service moments, this is an opportunity to make a meaningful impact in one of Hawai ? i ' s most dynamic resort settings.If you're looking to grow your leadership career and be part of a team that invests in your development, take a look at what #LifeAtHGV is all about.Here's why you'll love it here - We offer an excellent benefits package to our full-time Team Members that include:Salary Range: $75,000-$81,500 annuallyMedical, Dental, and Vision insurance from Day OneFinancial Wellness - 401k plan with company match, Life insurance, Company stock purchase programTeam Member Travel Program - enjoy discounted rates at incredible properties around the globeGenerous Paid Time Off ProgramPaid Sick DaysTeam Member Recognition and numerous learning and advancement opportunities... and more!HGV received four out of five stars for promoting work-life balance and family-friendly benefits. It is also named one of Newsweek's "America's Greatest Workplaces for Parents & Families." Over 30 years, our highest honor is the loyalty of our Owners, Members, and Guests. Our dedicated Team Members have earned additional recognition for their remarkable work.Additional ResponsibilitiesLead the Front Office Operations activities including the front desk, bell, and valet, addressing their work results, financial administration, facilities, and resources. Ensures that team members' work schedules and performance evaluations are completed on time. Maintains alignment with organizational, business, and financial rules.Coordinates communication of activities with other departments in the daily maintenance of room inventory to achieve optimal levels of revenues while maintaining high levels of guest's expectations.Monitors guest survey scores, requests, and complaints, and collaborates with appropriate partners to resolve issues as deemed necessary to provide excellence in service.Oversees and carries out the department training program and onboarding timeline for new team members. Holds a solid understanding of the current Collective Bargaining Agreement regarding the supervision and performance of HHV-VO team members. Handles the creation of performance plans for team members to support their ongoing development and achievement within the department.Maintains relationships, contracts, compliance, and interfaces issues with the operation's business supporters and suppliers to ensure business needs and financial responsibilities are handled promptly.Communicates effective in English in writing as well as verbally. Japanese language speaking skills not required but a plus.Effectively and consistently meets all timelines for submitting work requested by the Director of Guest Services, Resort Directors, and General Manager.Works with housekeeping and front office to ensure common areas, guest rooms, and work areas are clean, neat, and well maintained and with safety in mind. Participate in guest room inspections.Performs other related activities as requested.What are we looking for?Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth.To fulfill this role successfully, you have the following minimum qualifications and experience:High school graduate or equivalent experienceMore than 2 years of managerial experience in a hotel, preferably in a Front office capacity.3-5 years of relevant experienceSolid leadership qualities with the ability to energize, cultivate, and engage staff positively to achieve business success. Displays problem-solving, analytical, and conceptual expertise.Demonstrates strong interpersonal skills, including the ability to successfully prioritize and manage multiple tasks and deadlines and guide challenging priorities within a small team setting.Strong written and verbal interpersonal communication skills with the ability to establish and sustain effective working relationships and negotiate with a variety of internal and external clients.Able to work a flexible schedule including evenings, weekends, and holidaysIt would be advantageous in this position for you to demonstrate the following capabilities and distinctions:BA/BS/Bachelor's Degree5-7 years of relevant experienceMore than 4 years of management or supervisory experienceCPR/First AidPrevious experience working in hotel/resort operations, with an emphasis on the relationship between Front Office and Housekeeping. Timeshare ownership is preferred.Knowledge of economic and accounting principles and practices, analysis and reporting of financial data.Experience in managing operations governed by a Collective Bargaining Agreement (CBA).Fluent in Japanese language (read, speak, write)When you become part of Hilton Grand Vacations, you join a group committed to helping Owners and Guests make every vacation unforgettable. Hilton Grand Vacations is a top vacation ownership company turning Guests' vacation dreams into reality.We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.We will provide reasonable accommodation to individuals with disabilities for the application or interview process. We also offer accommodations to perform essential job functions and to receive employment benefits and privileges. Please contact us to request accommodation.