Front Office Manager

Hilton Worldwide, Inc.; New York (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading hotel brand seeks a Front Office Manager to oversee guest services and maintain operational excellence. This role involves managing team performance, ensuring guest satisfaction, and maximizing occupancy through effective sales techniques. Ideal candidates will possess strong leadership skills, a degree in hotel management, and experience in high-pressure environments.

Benefits

Competitive benefits package

Discounts on products and services

Qualifications

• Minimum 3 years of Front Office supervisory experience in the hotel sector.
• Experience in a unionized hotel environment is beneficial.
• Ability to work under pressure and maintain high grooming standards.

Responsibilities

• Oversee the Front Office and Executive Lounge operations to maintain high standards.
• Manage guest recovery efforts and ensure a high level of guest satisfaction.
• Recruit, manage, train, and develop the Front Office team.

Skills

Commercial awareness

Leadership

Interpersonal skills

Customer service

Flexibility

Education

Degree or diploma in Hotel Management or equivalent

Tools

Property Management Systems (OnQ, Opera, REX)

Guest messaging platforms (Kipsu, HotSOS, SALT)

Job description

A Front Office Managerleads the Front Officedepartment to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out.

What will I be doing?

As Front Office Manager, you will oversee the Front Desk and Guest Service Teams which is the main connection between the Guest, the hotel, and the various hotel departments. A Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Oversee the entire Front Office and Executive Lounge operation to maintain high standards
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
• Lead guest recovery efforts, resolve complaints, and ensure follow-up to guarantee guest satisfaction
• Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
• - Set departmental objectives, work schedules, budgets, policies, and procedures
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
• Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
• Maintain good communication and working relationships with all hotel departments
• Monitor staffing levels to meet cover business demands
• Conduct monthly communication meetings and produce minutes
• Manage staff performance issues in compliance with company policies and procedures
• Recruit, manage, train and develop the Front Office team
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Assist with other departments, as necessary

What are we looking for?

Front Office Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Degree or diploma in Hotel Management or equivalent
• Minimum 3 years of Front Office supervisory experience in the hotel or leisure sector
• Previous experience working in aunionized hotel environment
• High level of commercial awareness and sales capabilities
• Experience of managing people and developing people
• Experience of managing a department and Profit and Loss account
• Excellent leadership, interpersonal and communication skills
• Accountable and resilient
• Commitment to delivering a high level of customer service
• Ability to work under pressure
• Excellent grooming standards
• Flexibility to respond to a variety of work situations
• Be available to work flexible schedule including evenings, weekends, and public holidays as business demands

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Familiar with Property Management Systems such as OnQ, Opera and REX
• Proficiency in guest messaging and service platforms such as Kipsu, HotSOS, and SALT
• Multi-departmental exposure (e.g., coordination with Housekeeping, Engineering, or Sales)
• Experience withbudgeting, forecasting, and labor management tools
• Background inleading or developing training programs
• Participation inbrand initiatives or hotel openings/transitions
• Additional language skills
• CPR/First Aid certification

What will it be like to work for Hilton?

Since being founded in 1919, Hilton Worldwide has been a leader in the hospitality industry. Today, Hilton Worldwide remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

Hospitality - We're passionate about delivering exceptional guest experiences.

Integrity - We do the right thing, all the time.

Leadership - We're leaders in our industry and in our communities.

Teamwork - We're team players in everything we do.

Ownership - We're the owners of our actions and decisions.

Now- We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes in our Team Members:

• Living the Values
• Quality
• Productivity
• Dependability
• Customer Focus
• Teamwork
• Adaptability

What benefits will I receive?

You will be offered a competitive benefits package. As a team member, you will also become eligible to receive discounts on products and services offered by Hilton Worldwide and its partners. We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton Worldwide.

ACCESSIBILITY

Hilton Hotels and Resorts are committed to providing equality of services, and access to facilities for all our guests. For more information on this hotel’s Accessibility for Ontarians with Disabilities Act (AODA) policy and plan please contact the hotel at [e-mail] or call 1-844-217-AODA.