Front Office Manager Hilton Hotels

The Front Office Manager oversees all front office functions and team members. Areas of responsibility include Front Desk, Personal Assistance, Personal Concierge, Lobby Ambassador, Bell Service, Concierge, and Door operations. As a department head, directs and works with managers and team members to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the department s financial performance. 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:

Provides services above and beyond for customer satisfaction and retention.

Improves service by communicating and assisting individuals in understanding guest needs, providing guidance, feedback, and individual coaching when needed.

Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.

Strives to improve service performance.

Empowers team members to provide excellent customer service.

Ensures that all Front Office areas have an atmosphere conducive to the overall guest experience.

Review Medallia, guest satisfaction results and other data to identify areas of improvement.

Responds to and handle guest problems and complaints.

Observes service behaviors of team members and provide feedback to individuals and managers.

Manages and develops relationships with key internal and external stakeholders.

Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

Establishes challenging, realistic and obtainable goals to guide operation and performance.

Solicits team members feedback, utilizes an open door policy and reviews team members satisfaction results to identify and address team members problems or concerns.

Interviews and hires managers and hourly team members with the appropriate skills and promptly meets the business needs of the operation.

Identifies and analyses Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity in line with Hilton values; leads by example.

Supervises and manages team members. Manages all day-to-day operations. Understands team member s positions well enough to perform duties in team members' absence.

Develops specific goals and plans to prioritize, organize, and accomplish your work.

Ensures compliance with all Front Office policies, standards and procedures.

Performs any other tasks assigned by the Director of Operations.