Front Office Manager - Lead Guest Experience & Team Growth

Hilton; Anchorage (AK); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Health insurance

Life insurance

Paid time off

Vision insurance

Hilton Discount Benefits

Job summary

Hilton Anchorage is seeking an experienced Front Office Manager to lead the daily operations of the Front Office and drive exceptional guest experiences. You will oversee Front Desk, Guest Services, PBX, Bell Services, and Rooms Coordination, while developing a high-performing team.

The ideal candidate has 3–5 years in hotel Front Office with strong leadership, OnQ/PEP experience, and a track record of achieving service and revenue goals.

Qualifications

• Minimum 3-5 years of hotel Front Office experience.
• Previous supervisory or management experience preferred.
• Experience with Hilton systems OnQ, PEP, or equivalent PMS.
• Strong leadership, coaching, and team development skills.
• Excellent guest service and conflict resolution abilities.
• Strong organizational and time management skills.
• Proficient in Microsoft Office Suite.
• Flexible schedule, including evenings, weekends, and holidays.

Responsibilities

• Lead the daily operations of the Front Office, including Front Desk, Bell Services, PBX, and Guest Services.
• Ensure exceptional guest service throughout arrival, stay, and departure.
• Recruit, train, coach, and develop Front Office team members.
• Create schedules and manage labor to meet goals.
• Resolve guest concerns and service recovery professionally and promptly.
• Monitor room inventory, occupancy, room assignments, and arrivals/departures.
• Coordinate with Housekeeping, Engineering, Sales, Security, and F&B.
• Manage VIP arrivals, airline crew accommodations, group arrivals, and special requests.
• Ensure compliance with Hilton brand standards, safety procedures, and policies.
• Monitor performance via guest satisfaction scores and service metrics.
• Conduct daily pre-shift meetings and communicate priorities.
• Review occupancy forecasts, revenue reports, and guest feedback.
• Support revenue optimization through inventory management and upselling.
• Assist with budgeting, payroll, forecasting, and departmental expense control.
• Maintain a safe, positive, and professional work environment.

Skills

Leadership

Guest Service

Communication

Time Management

Microsoft Office

Team Development

Tools

OnQ

PEP

Job description

Hilton Anchorage is seeking an experienced Front Office Manager to lead the daily operations of the Front Office and drive exceptional guest experiences. You will oversee Front Desk, Guest Services, PBX, Bell Services, and Rooms Coordination, while developing a high-performing team.

The ideal candidate has 3–5 years in hotel Front Office with strong leadership, OnQ/PEP experience, and a track record of achieving service and revenue goals.