Front Office Manager

Piatt Companies; Pittsburgh (Allegheny County); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

401(k) with match

Medical insurance

Dental insurance

Vision insurance

Life Insurance

Employee Assistance Program

Paid Time Off

Paid Holidays

Team Member Travel Perks/Discounts

Paid UFC GYM Membership

Food & Beverage Discount

Paid Parking

Job summary

Hilton Garden Inn Pittsburgh Downtown is seeking a Front Office Manager to oversee the front desk operations and drive exceptional guest service. You will supervise, train, schedule, and recruit front desk agents and night auditors, ensuring departments deliver high-quality service and maintain operational excellence.

You will lead the team to meet hotel and Piatt Hotel Group goals. Collaborate with Sales and Revenue Manager to provide insights from market analysis, resolve guest issues

Qualifications

• High School diploma or equivalent.
• Minimum of 2 years Front Desk Manager experience.
• Hilton experience and systems experience preferred but not required.
• Strong organizational and communication skills.
• Willingness to work nights, weekends and holidays.

Responsibilities

• Supervise, coordinate and participate in front desk activities; train, schedule and recruit front desk agents and night auditors.
• Ensure departments function efficiently and provide high-quality guest service.
• Lead and motivate the team to achieve hotel and group goals.
• Collaborate with Sales Team and Revenue Manager for insights and market analysis.
• Address guest feedback and resolve issues promptly.
• Oversee billing reconciliations and adherence to accounting policies.
• Assist in emergencies and support other leadership members as needed.

Skills

Highly organized

Oral and written communication

Leadership

Autonomous

Microsoft Office Suite

Analytical skills

Multi-tasking

Community involvement

Night/weekend/holiday availability

Education

High School diploma or equivalent

Tools

PEP

R&I

GRO

Quore

Job description

The Hilton Garden Inn Pittsburgh Downtown is looking for a Front Office Manager to join their team! Hilton is ranked #1 on Fortune's Best Companies to Work For in the U.S. list, offering exclusive global Team Member travel perks and discounts. This property is locally owned and operated by Piatt Hotel Group, an established, family-owned management group with a portfolio of newly constructed, renovated and well-maintained properties across Western PA. A career with Piatt Hotel Group offers pathways for new responsibility, career advancement and continuous learning for Team Members at every level.

As Front Office Manager you will supervise, coordinate, and participate in all activities of the front desk. This includes directing, training, scheduling and recruiting of front desk agents and night auditors. You will ensure that all departments are functioning efficiently and providing high-quality service to guests while maintaining operational excellence and service standards. You will be leading and motivating the team to deliver exceptional service and achieve the hotel and Piatt Hotel Group's goals and objectives.

Some duties will include:

• Training of associates
• Ensuring exceptional guest experiences by establishing and maintaining high service standards, monitoring guest feedback, and taking appropriate actions to address any issues or concerns promptly.
• Conduct regular inspections, implement corrective actions when necessary, and ensure compliance with health, safety, and security protocols to ensure that the hotel meets or exceeds brand standards, as well as local and international regulations.
• Optimizing process by analyzing operational data, identifying areas for improvement, and implementing strategies to increase efficiency and productivity across all departments.
• Act as systems matter expert in all rooms related platforms (PEP, R&I, GRO, Quore in addition to others)
• Assist in times of emergencies or unforeseen situations.
• Work closely with Sales Team and Revenue Manager to provide insights and recommendations based on industry trends, guest feedback, and market analysis.
• Promote teamwork and associate morale.
• Ensure that the proper recruiting, interviewing, screening, reference checking, and hiring procedures are followed.
• Assist with onboarding new employees, benefits enrollment, ensuring required training is assigned and completed.
• Resolve all service issues via written communication or phone calls to the complete satisfaction of hotel customers.
• Ensure billing is reconciled and follow accounting policies.
• Support other leadership team members and/or managers when needed.

Required Skills:

• Highly organized, solid oral and written communication skills
• Ability to work autonomously and sell effectively
• Leadership skills
• Trustworthy and results-driven
• Working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Excellent business and analytical skills
• The ability to handle multiple tasks in a fast-paced business environment.
• Willingness to participate in community-driven events, charities, chamber of commerce and other local organizations.
• Must be available to work nights, weekends and holidays.

Education and Experience:

• High School diploma or equivalent
• Minimum of 2 (two) years Front Desk Manager experience
• Revenue Management experience preferred but not required
• Hilton experience and systems experience preferred but not required

Benefits:

We offer a competitive benefits package including 401(k) with match, Medical, Dental, Vision, Life Insurance, Employee Assistance Program, Paid Time Off (PTO), Paid Holidays, Paid UFC GYM Membership, Food & Beverage Discount, Paid Parking and Team Member Travel Perks/Discounts.

Equal Opportunity Employer