Front Office Manager

Position directs and works with managers and associates to carry out procedures ensuring an efficient check-in and check-out process. Ensures guest and associate satisfaction and maximizes the financial performance of the department.

Manages day-to-day operations, ensures the quality, standards and meeting the expectations of the customers on a daily basis.
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Supervising staffing levels to ensure that guest service, operations needs and financial objectives are met.
Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
Supervises and manages associates. Understands associate positions well enough to perform duties in associates’ absence.
Provides services that are above and beyond for the customer satisfaction and retention.
Improves services by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Empowers associates to provide excellent customer service.
Emphasizes guest satisfaction during all departmental meetings and focusses on continuous improvement.Supervises same day selling procedures to maximize room revenue and control property occupancy.
Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Standard Operating Procedures.
Performs all duties and runs shifts at the Front Desk whenever necessary.
Participates in departmental meetings.

Bachelor’s degree in Hotel or Tourism Management, Hospitality or Business Administration
Minimum 2 years of experience as a FOM
Knowledge of front office procedures like wake-up services, safe deposit boxes, room and property amenities, property-specific programs, guest rewards programs and local attractions
Knowledge and experiences of procedures and policies for check-in/ check-out, pre-arrival planning or room inventory management at the OnQ system advantageous
Ability to record, track and resolve guest problems via property-based software; handle emergencies, and effectively deal with customer issues and complaints
Communicating effectively in listening and writing to understand the needs of the audience
Exhibiting behavioral styles that convey confidence and command respect from others
Making a good first impression and representing Hilton in alignment with its values
Maintaining performance level under pressure when experiencing changes or challenges in the workplace.
Setting high standards of performance for self and/or others
Proactively taking action and going beyond what is required
Developing and sustaining relationships based on an understanding of customer needs and actions consistent with Hilton Spirit to Serve
Excellent command of both written and spoken English
No military obligation for male candidates.