Got it heres a refined version that keeps your original operational and physical requirements intact while still elevating the tone and making it attractive to strong candidates (especially those with Hilton experience and a focus on guest satisfaction/SALT).

Front Office Manager

DoubleTree by Hilton South Bend

Lead the Guest Experience. Drive Hilton Standards. Elevate Service.

At DoubleTree by Hilton South Bend the Front Office is the heartbeat of the guest experience. We are seeking a polished service-driven Front Office Manager who brings strong Hilton experience a passion for guest satisfaction and a proven ability to lead high-performing teams.

This role is ideal for a hospitality leader who thrives in a full-service environment understands the direct impact of SALT scores and guest engagement and leads from the frontvisible proactive and solution-focused.

Why Join Us

• Competitive salary

• Hilton Team Member travel program (global hotel discounts)

• Medical dental vision and supplemental benefits

• Paid time off and holiday pay

• Career growth opportunities within AFP Management

• Newly renovated hotel with strong ownership support

• High-impact leadership role with visibility to executive team

Position Summary

The Front Office Manager is responsible for overseeing the daily operations of the Front Office Concierge and Uniformed Services. This includes ensuring all guests receive attentive friendly efficient and courteous service throughout their stay while maximizing room revenue occupancy and overall guest satisfaction.

This role plays a critical part in driving Hilton brand standards improving SALT scores and creating a culture of service excellence.

Qualifications

Education & Experience

• Minimum 4 years of progressive hotel experience or related field

• OR 24 year degree with at least 1 year of related experience

• OR 2-year degree with 2 years of related experience

• Previous supervisory experience required

• Hilton experience strongly preferred

• Full-service hotel experience highly preferred

Technical Skills

• Proficiency in Microsoft Word and Excel

• Experience with OnQ PEPand Delphi preferred

• Strong understanding of front office systems and reporting

Other Requirements

• Valid drivers license required

Physical Requirements

• Long hours may be required based on business demands

• Light work: exerting up to 20 pounds of force occasionally

• Up to 10 pounds of force frequently or constantly

• Ability to lift carry push pull or move objects as needed

• Ability to stand and remain active for the entire shift

Mental & Leadership Requirements

• Ability to communicate clearly and professionally with guests and team members

• Strong decision-making skills in fast-paced environments

• Ability to multitask and meet deadlines consistently

• Skilled in anticipating preventing and resolving operational challenges

• Ability to interpret and act on financial and operational data

• Strong listening skills with the ability to resolve guest and employee concerns effectively

Key Responsibilities

Guest Experience & SALT Performance

• Lead the Front Office team in delivering exceptional guest experiences

• Drive and improve guest satisfaction scores (SALT) and service metrics

• Respond to guest concerns complaints and service recovery situations promptly

• Ensure a warm welcoming and personalized arrival experience for every guest

• Maintain strong lobby presence during peak times

Leadership & Team Development

• Recruit interview train and develop Guest Services team members

• Motivate coach counsel and discipline team members as needed

• Foster a positive service-driven culture aligned with Hilton standards

• Ensure team appearance professionalism and engagement standards are met

Operations & Financial Performance

• Oversee daily Front Office operations including arrivals departures and group movements

• Manage scheduling payroll and labor productivity

• Monitor room revenue occupancy and forecasting

• Review reports including flash reports house counts and rate variances

• Ensure accuracy in cash handling billing and audit processes

Hilton Brand Standards & Compliance

• Ensure compliance with Hilton and AFP Management standards

• Support Hilton Honors and guest recognition programs

• Maintain communication with Housekeeping Sales Engineering and Accounting

• Monitor VIP arrivals special requests and room assignments

• Participate in Manager on Duty (MOD) program

Additional Operational Responsibilities

• Maintain front desk and lobby presence during high-volume periods

• Oversee guest messaging packages and mail delivery

• Ensure proper key control lost and found procedures and safety compliance

• Monitor room statuses including out-of-order and discrepant rooms

• Assist in revenue forecasting and merchandising strategies

• Attend required meetings and provide ongoing team training

What Sets You Apart

• Proven ability to improve guest satisfaction scores

• Strong Hilton brand knowledge and service culture mindset

• Hands-on leadership style with strong floor presence

• Ability to lead through change and hold teams accountable

• Passion for hospitality and developing others

Schedule Expectations

• Must be flexible to work mornings evenings weekends and holidays

• Participation in MOD schedule required

Equal Opportunity Employer

AFP Management and DoubleTree by Hilton South Bend are committed to providing equal employment opportunities to all applicants regardless of race color religion sex sexual orientation gender identity national origin veteran or disability status.