Front Office Manager - Hilton Tucson El Conquistador

Hilton; Oro Valley (AZ); On-site; USD 52,000 - 74,000; Full time

Job summary

Hilton in Oro Valley, AZ is seeking a Front Desk Manager to support the Director of Rooms in overseeing guest service operations, including registration, bell and telephone services, night audit, and reservations, with a focus on exceptional guest satisfaction and profitability.

The role includes supervising Guest Service Agents, Front Desk Agents, and Night Auditors, managing staff schedules, and ensuring compliance with accounting, security, and safety procedures.

Responsibilities

• Assist in training, supervision, and performance management of Guest Service Agents, Front Desk Agents, and Night Auditors.
• Oversee and actively participate in guest registration and front desk operations.
• Prepare and manage staff schedules in alignment with labor standards and occupancy forecasts; assign daily tasks and monitor labor costs to remain within departmental budgets.
• Address and resolve guest concerns promptly and professionally, ensuring guest satisfaction through effective follow-up.
• Ensure compliance with hotel accounting procedures, credit and financial controls, cash handling, guest security, and emergency protocols.
• Model professional conduct and maintain a polished, businesslike appearance at all times.
• Support the hiring process in accordance with company standards, including behavioral interviewing, reference checks, evaluations, and team-based interviews.
• Assist in conducting training programs related to safety, security, department procedures, and service guidelines.
• Maintain the business center with appropriate supplies on a daily basis.
• Represent the Front Desk at bi-weekly management meetings in the absence of the Director of Rooms.
• Uphold and communicate company policies and procedures effectively to team members.

Job description

Scope of Position

The Front Desk Manager supports the Director of Rooms in overseeing guest service operations—including guest registration, bell services, telephone services, night audit, and reservations—to ensure exceptional guest satisfaction while maximizing profitability.

Primary Responsibilities

• Assist in the training, supervision, and performance management of Guest Service Agents, Front Desk Agents, and Night Auditors.
• Oversee and actively participate in guest registration and front desk operations.
• Prepare and manage staff schedules in alignment with labor standards and occupancy forecasts; assign daily tasks and monitor labor costs to remain within departmental budgets.
• Address and resolve guest concerns promptly and professionally, ensuring guest satisfaction through effective follow-up.
• Ensure compliance with hotel accounting procedures, credit and financial controls, cash handling, guest security, and emergency protocols.
• Model professional conduct and maintain a polished, businesslike appearance at all times.
• Support the hiring process in accordance with company standards, including behavioral interviewing, reference checks, evaluations, and team-based interviews.
• Assist in conducting training programs related to safety, security, department procedures, and service guidelines.
• Maintain the business center with appropriate supplies on a daily basis.
• Represent the Front Desk at bi-weekly management meetings in the absence of the Director of Rooms.
• Uphold and communicate company policies and procedures effectively to team members.