Job Description

The Hampton Inn & Suites by Hilton Philadelphia/Newtown is seeking a highly motivated and personable Front Office Manager to join our energetic and friendly team! As the Front Office Manager, you will play a key role in managing and overseeing the day-to-day operations of our front desk and other departments within the hotel in order to ensure that our guests receive exceptional service from check-in to check-out. You will lead, train and supervise our team in order to maintain Hilton brand standards and serve as a positive example while ensuring operational efficiency. Responsible for meeting or exceeding planned objectives in regards to guest satisfaction, as well as, revenue and profit as outlined by management. The Front Office Manager will report directly to the General Manager.

Responsibilities

Ensure a positive check-in/check-out experience for guests.

Address guest concerns and resolve issues quickly to maintain satisfaction.

Promote Hilton Honors and Hampton’s “100% Satisfaction Guarantee.”

Supervise, train, and schedule team to ensure exemplary service.

Demonstrate wide-range flexibility and availability in accordance with the needs of the hotel.

Provide ongoing coaching and performance feedback to team members.

Manage daily front desk operations, including reservations, check-ins, and billing.

Monitor all aspects of property PMS (PEP) for accurate guest information and room assignments.

Foster a welcoming environment and ensure consistent guest satisfaction in alignment with the goals and initiatives of Garnet Hotels.

Lead and coordinate with housekeeping, maintenance, and other departments to ensure smooth operations.

Assist with budget management and ensuring accurate billing and payment processing.

Ensure adherence to Hilton brand standards and Garnet Hotels policies.

Promote and drive sales of hotel services including meeting space and property amenities.

Lead staff onboarding and ongoing training to ensure adherence to Hilton standards.

Manage front desk shifts, ensuring smooth transitions between team members.

Effectively and professionally troubleshoot and handle emergency situations.

Monitor stock levels and office expenses in accordance with budget.

Act as MOD in the absence of the General Manager.

Qualifications

2+ years hotel/hospitality experience in operations, food & beverage or administrative preferred.

May be required to work nights, weekends and/or holidays.

PEP/OnQ experience strongly preferred.

Strong leadership and team management skills.

Excellent communication and interpersonal abilities.

Ability to remain clam, effective and professional in all guest/team relations.