Front Office Manager - Hilton Santa Fe

Hotel Yountville; Santa Fe, Northern (NM, KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Santa Fe Hilton-STA in Santa Fe, NM seeks a Front Office Manager to lead daily front desk and guest services operations. You will recruit, train, and supervise front office staff, maintaining staffing levels and supporting peak periods while ensuring courteous, professional guest experiences.

The role requires proven front desk leadership, strong guest relations, and hands-on MICROS system management. You will collaborate with Housekeeping, Engineering, Sales, and other departments to optimize

Qualifications

• Full-service hotel front desk leadership experience is required.
• Experience as a Front Office Manager or Front Desk Supervisor is required.
• Ability to staff, interview, hire, supervise and train front desk personnel.
• Experience operating the MICROS system at the front office.

Responsibilities

• Oversee daily front office and guest services operations.
• Recruit, train, schedule, coach, and supervise front office staff.
• Maintain staffing levels based on occupancy and demand.
• Support front desk during peak arrival and departure periods.
• Anticipate guest needs and provide prompt, courteous service.
• Investigate guest concerns and apply effective service recovery.
• Monitor feedback and implement improvements for guest satisfaction.
• Ensure accurate check-ins/outs, room assignments, and payments.
• Communicate with Housekeeping, Engineering, Sales, Revenue Management, Security, and F&B.
• Maintain cash handling, card transactions, and safety procedures.
• Control labor, overtime, scheduling and supplies; participate in manager-on-duty rotation.
• Ensure compliance with policies and laws; demonstrate high work ethic.

Skills

Front desk leadership

Staffing and scheduling

Guest relations

Problem solving

Communication

Tools

MICROS system

OnQ/PEP experience

Job description

Two blocks from the historic Santa Fe Plaza in downtown Santa Fe, our hotel is within walking distance of amazing cultural attractions like the Georgia O'Keeffe Museum, the Santa Fe Community Convention Center and fantastic shopping and dining venues.

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

Location

Santa Fe Hilton-STA

Requirements

• Full-service hotel front desk leadership experience is required. Candidates must have experience as a Front Office Manager or in a comparable manager-level position, or at least two years of experience as a Front Desk Supervisor. This requirement is non-negotiable.
• Anticipate guest needs, respond promptly and acknowledge all guests, maintaining positive guest relations at all times. Greet and communicate cordially with guests, promptly and professionally checking them in and out of the hotel.
• Ensure proper staffing levels of front office associates, including interviewing, hiring, supervising, training and scheduling front desk agents, front office supervisors, guest service aides/bell staff, concierge staff and PBX operators.
• Have complete understanding of Front Office staff's job descriptions and duties and be able to perform duties at any given time.
• Resolve guest complaints, ensuring guest satisfaction in each interaction. Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome.
• Accurately manage and operate the MICROS system at the front office, including all daily transactions and those which are not performed often.
• Communicate with Housekeeping and Engineering Departments regarding guest rooms, requests and maintenance requests/needs.
• Assist the General Manager by handling special requests, group blocking and unusual circumstances.
• Hilton OnQ or PEP experience is a plus.

Status

Full-time

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