Guest Experience & Rooms Operations Leader

Hilton; Ocala (FL); On-site; USD 42,000 - 62,000; Full time

Job summary

Hilton is seeking a Front Office Leader in Florida to oversee daily room status, rates, and packages, ensuring smooth check-in processes and guest satisfaction. The role requires coordinating room blocks, staff scheduling, and maintaining strong relationships with housekeeping and valet services.

The ideal candidate has at least 1 year in a leadership role, strong communication and math skills, and deep knowledge of front desk operations.

Qualifications

• Minimum 1 year in a similar leadership role (e.g., Front Desk Supervisor, Assistant Front Office Manager).
• Minimum high school education; post-high school education preferred.
• Basic math skills.
• Ability to communicate effectively verbally and in writing.
• Strong leadership skills.
• Ability to exceed expectations of guests and team members.
• Excellent time management skills.
• In-depth knowledge of hotel Front Desk operations.

Responsibilities

• Monitor daily status of rooms, rates, discount rates, and packages.
• Maintain current list of available rooms for walk situations.
• Coordinate blocking of rooms.
• Act as the Service Champion for the Front Office and create a positive atmosphere for guest relations.
• Ensure recognition of employees is taking place across areas of responsibility.
• Review staffing levels to ensure that guest service, operational needs, and financial objectives are met.
• Review comment cards, guest satisfaction results, and other data to identify areas of improvement.
• Solicit employee feedback, maintain an open-door policy, and review employee satisfaction results to identify employee problems or concerns.
• Ensure staff communicates effectively with the Housekeeping team.
• Maintain a productive relationship with the valet parking provider.
• Regularly review the department budget to meet budgeted wages and general expenses.
• Check printed registration cards against information on the arrival report and rectify any discrepancies.
• Ensure prompt and courteous service to guests.
• Pre-register guests according to standards.
• Complete and monitor employee schedules.
• Monitor VIP arrivals.
• Keep track of rooms to ensure accurate status and readiness for check-in.
• Hire, coach, and discipline direct reports.
• Interact positively and professionally with guests to resolve issues.
• Act as Manager on Duty as required.
• Work nights, weekends, and holidays as necessary.
• Perform various other duties as assigned to meet business objectives.

Skills

Leadership

Communication

Time management

Guest service

Front Desk operations

Basic math

Education

High school diploma

Post-secondary education preferred

Job description

Hilton is seeking a Front Office Leader in Florida to oversee daily room status, rates, and packages, ensuring smooth check-in processes and guest satisfaction. The role requires coordinating room blocks, staff scheduling, and maintaining strong relationships with housekeeping and valet services.

The ideal candidate has at least 1 year in a leadership role, strong communication and math skills, and deep knowledge of front desk operations.