Front office manager supervises the front office team to ensure that team members are prepared and well-informed to deliver our guests an exceptional experience from check-in through check-out.
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 guests are recognised and that the front office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
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:
Prefer a degree in Hotel Management or equivalent
A minimum of a high school diploma
A minimum of 2 year 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
Expected to work shifts when short-staffed or when call outs occur
We are a 24-hour operation, candidate must be available to work any shift
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Familiar with Property Management Systems