Front Office Manager
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Job Description
A Front Office Manager supervises the Front Office Team to ensure that Team Members are prepared and wellinformed to deliver our Guests an exceptional experience from checkin through checkout.
What will I be doing
As Front Office Manager you will oversee the Front Office Team which is the main connection between the Guest the hotel and the various hotel departments. A Front Office Manager is responsible for managing the first impressions of our Guests and therefore must perform the following tasks to the highest standards:
- Oversee the entire Front Office operation to maintain high standards
- Evaluate levels of Guest satisfaction and monitor trends with a focus on continuous improvement
- Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brands loyalty scheme
- Maximise room occupancy at best rates and use upselling techniques to promote hotel services and facilities
- Set departmental objectives work schedules budgets policies and procedures
- Monitor the appearance standards and performance of the Front Office Team Members with an emphasis on training and teamwork
- Ensure Team Members have current knowledge of hotel products services pricing and policies as well as knowledge of the local area and are continuously trained to learn and understand policies and practices
- Maintain good communication and working relationships with all hotel departments
- Monitor staffing levels to meet cover business demands
- Conduct monthly communication meetings and produce minutes
- Manage staff performance issues in compliance with company policies and procedures
- Recruit manage train and develop the Front Office team
- Comply with hotel security fire regulations and all health and safety legislation
- Act in accordance with policies and procedures when working with front of house equipment and property management systems
- Assist with other departments as necessary
What are we looking for
Front Office Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role you should maintain the attitude behaviours skills and values that follow:
- A degree or diploma in Hotel Management or equivalent
- A minimum of 3 years of Front Office supervisory experience in the hotel leisure and/or retail sector
- High level of IT proficiency
- High level of commercial awareness and sales capabilities
- Experience of managing people and developing people
- Previous experience of managing a department and Profit and Loss account
- Excellent leadership interpersonal and communication skills
- Accountable and resilient
- Commitment to delivering a high level of customer service
- Ability to work under pressure
- Excellent grooming standards
- Flexibility to respond to a variety of work situations
- Ability to work on your own and as part of a team
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Familiar with Property Management Systems
- A degree or diploma in Hotel Management or equivalent
Leaders involved in the preopening of a hotel need a mix of technical expertise operational knowhow strategic thinking and leadership skills to ensure the property launches successfully. Here are the key required skills:
1. Project Management
Ability to manage timelines budgets and resources effectively.
Overseeing preopening activities like construction procurement and vendor coordination.
Ensuring compliance with deadlines and regulatory requirements.
2. Strategic Planning
Developing and implementing a detailed preopening roadmap.
Setting priorities identifying critical tasks and anticipating potential challenges.
Creating operational workflows and systems before the opening.
3. Operational Expertise
Understanding all hotel departments including housekeeping front office food & beverage and engineering.
Ensuring operational readiness and team training before opening day.
Coordinating with various stakeholders to meet brand standards.
4. Team Leadership and Development
Hiring onboarding and training staff for various departments.
Inspiring and motivating the preopening team to stay focused and aligned with goals.
Promoting collaboration and addressing staff concerns during highpressure times.
5. Budgeting and Financial Management
Managing preopening budgets for staffing marketing and procurement.
Analyzing forecasts to ensure the hotels financial health postopening.
Negotiating vendor contracts and overseeing cost control.
6. Brand Knowledge and Standards Implementation
Deep understanding of the hotels brand standards and values.
Ensuring consistency in design service and operational practices.
Implementing quality assurance processes aligned with the brand.
7. Crisis Management and ProblemSolving
Quickly addressing unexpected challenges during construction staffing or equipment setup.
Maintaining calm and finding solutions under tight deadlines.
Managing risks and ensuring safety compliance.
8. Attention to Detail
Overseeing the final stages of construction design and furnishing to ensure perfection.
Ensuring operational processes and service standards are fully ready for the opening.
9. Communication and Stakeholder Management
Keeping all stakeholders including owners investors and the management company updated on progress.
Maintaining transparent communication with the team and external partners.
Acting as the face of the project during preopening press and community events.
10. Adaptability and Resilience
Flexibility to adapt plans when unforeseen challenges arise.
Maintaining focus under highpressure and fastpaced conditions.
Balancing longterm goals with immediate preopening demands.
Successful leaders in hotel preopenings must also possess a customercentric mindset ensuring the guest experience is the primary focus from day one.
What will it be like to work for Hilton
Hilton is the leading global hospitality company spanning the lodging sector from luxurious fullservice hotels and resorts to extendedstay suites and midpriced hotels. For nearly a century Hilton has offered business and leisure travelers the finest in accommodations service amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across itsglobal brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!
EOE/AA/Disabled/Veterans
Required Experience:
IC
Employment Type
Full-Time
