Guest Experience Leader - Front Office

Doubletree-Newark-Penn-Station; Newark (NJ); On-site; USD 60,000 - 90,000; Full time

Job summary

Doubletree by Hilton Newark Penn Station is seeking a Front Office Manager. This advanced professional position oversees the front desk and guest relations to uphold brand standards, profitability, and guest satisfaction in a bustling Newark setting.

The role requires managing schedules, payroll, and staffing to balance productivity with service quality, while driving guest feedback programs and department meetings. Strong leadership and communication are essential for success.

Qualifications

• Minimum 2 years hotel front office supervisory experience.
• Proficient with PMS system PEP.
• Strong union labor relation knowledge.
• Must work weekends, holidays, and be flexible to work AM/PM shifts according to business demands.
• The position requires effective time management and strong leadership communication skills.

Responsibilities

• Ensure efficient guest registration, checkout and guest service, while ensuring all brand standards are being applied.
• Monitor and check the quality of customer service at the front desk; resolve complaints and evaluate patterns or trends in customer complaints in order to plan corrective actions.
• Prepare forecasts and reports and assist in the development of the room's budget.
• Estimate staffing level requirements based on customer counts, business trends, special events, etc.; make up and/or check over weekly schedules and adjust staff size to maximize productivity without sacrificing customer service; monitor attendance; balance employee payroll.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Organize and conduct department meetings on a regular basis.
• Ensure compliance of front office and guest service standard operating procedures and policies.
• Demonstrate working knowledge of appropriate housekeeping procedures relating to the Front Office including room status update; adhere to established lost and found procedures.
• Assist in creating a positive team-oriented environment, which focuses on the guest, through employee development and motivation.
• Ability to adjust or balance the size of staff on a daily basis in order to maximize productivity or control labor costs without sacrificing customer service.
• Ability to plan promotional or incentive programs for employees.
• Perform other duties as requested by management.

Skills

Front office supervisory

PEP PMS

Union relations

Weekend/holiday flexibility

Leadership communication

Tools

PEP PMS

Job description

Doubletree by Hilton Newark Penn Station is seeking a Front Office Manager. This advanced professional position oversees the front desk and guest relations to uphold brand standards, profitability, and guest satisfaction in a bustling Newark setting.

The role requires managing schedules, payroll, and staffing to balance productivity with service quality, while driving guest feedback programs and department meetings. Strong leadership and communication are essential for success.