Front Office Manager - Hilton Santa Fe

Remington Hospitality; Santa Fe (NM); On-site; USD 45,000 - 65,000; Full time

Job summary

Remington Hospitality is seeking a Front Office Manager to oversee daily front office and guest services operations in a hospitality property. You will recruit, train, schedule, coach, and supervise front desk staff while maintaining appropriate staffing levels based on occupancy and business demand.

You will support the front desk team during peak arrival and departure periods, anticipate guest needs, and ensure prompt, courteous, and professional service.

Qualifications

• Front desk and guest services leadership experience.
• Strong customer service and problem-solving skills.
• High work ethic, self-initiative and independent judgment.

Responsibilities

• Oversee daily front office and guest services operations.
• Recruit, train, schedule, coach, and supervise front office employees.
• Maintain appropriate staffing and labor levels based on occupancy and business demand.
• Support the front desk team during peak arrival and departure periods.
• Anticipate guest needs and ensure guests receive prompt, courteous, and professional service.
• Investigate and resolve guest concerns using sound judgment and effective service recovery.
• Monitor guest feedback and implement improvements to increase guest satisfaction.
• Ensure accurate completion of check-ins, checkouts, room assignments, deposits, adjustments, payments, and other front office transactions.
• Review daily reports, room status, special requests, VIP arrivals, billing concerns, and shift documentation.
• Communicate effectively with Housekeeping, Engineering, Sales, Revenue Management, Security, and Food and Beverage.
• Ensure room moves, early departures, out-of-order rooms, and room-status changes are accurately communicated.
• Maintain proper cash-handling, credit-card, key-control, guest-privacy, and safety procedures.
• Control departmental labor, overtime, scheduling, supplies, and other expenses.
• Participate in the manager-on-duty rotation and respond to operational needs when required.
• Ensure compliance with hotel policies, service standards, and applicable laws.
• May be required to work varying schedules to reflect the business needs of the property

Job description

• Oversee daily front office and guest services operations.
• Recruit, train, schedule, coach, and supervise front office employees.
• Maintain appropriate staffing and labor levels based on occupancy and business demand.
• Support the front desk team during peak arrival and departure periods.
• Anticipate guest needs and ensure guests receive prompt, courteous, and professional service.
• Investigate and resolve guest concerns using sound judgment and effective service recovery.
• Monitor guest feedback and implement improvements to increase guest satisfaction.
• Ensure accurate completion of check-ins, checkouts, room assignments, deposits, adjustments, payments, and other front office transactions.
• Review daily reports, room status, special requests, VIP arrivals, billing concerns, and shift documentation.
• Communicate effectively with Housekeeping, Engineering, Sales, Revenue Management, Security, and Food and Beverage.
• Ensure room moves, early departures, out-of-order rooms, and room-status changes are accurately communicated.
• Maintain proper cash-handling, credit-card, key-control, guest-privacy, and safety procedures.
• Control departmental labor, overtime, scheduling, supplies, and other expenses.
• Participate in the manager-on-duty rotation and respond to operational needs when required.
• Ensure compliance with hotel policies, service standards, and applicable laws.
• High work ethic, self-initiative , independent judgment
• Proven customer service and problem solving experience
• Regular attendance according to established guidelines
• May be required to work varying schedules to reflect the business needs of the property
• Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions