What will you be doing
As the Front Desk Manager, you will be responsible for the strategic management of the Front Office department, ensuring all operations are in line with Hilton brand standards, policies, and procedures. Your key responsibilities will include:
- Guest Registration: Manage the guest registration process, including inputting and retrieving information, confirming guest details such as number of guests and room rates, and ensuring the correct room selection.
- Promotions & Programs: Promote Hilton marketing programs, including Hilton Honors, ensuring that guests are informed about special programs and benefits.
- Billing and Payments: Ensure accurate billing, process guest payments, and handle any issues related to charges or payments, including foreign currency exchange.
- Guest Interaction: Greet guests with a friendly welcome, listen to their requests, respond appropriately, and provide accurate information on hotel services and amenities.
- Complaint Resolution: Handle guest complaints promptly and efficiently, escalating to the Duty Manager or Guest Relations Manager when necessary, and following up to ensure satisfaction.
- Team Collaboration: Actively contribute to a cooperative, helpful, and kind work environment, participating in training sessions and sharing ideas to improve customer service.
- Executive Floor & VIP Services: Manage VIP guest arrangements, including room preferences, amenity setups, and the VIP gift amenity menu.
- Operational Communication: Work closely with various departments (Housekeeping, Food & Beverage, Engineering, IT) to ensure smooth operations and guest satisfaction.
- Front Desk Systems & Policies: Ensure efficient use of hotel front desk systems (e.g., Fidelio), maintaining rate integrity, following cash handling procedures, and adhering to all health and safety protocols.
- Sales Opportunities: Maximize revenue through sales opportunities, maintaining ethical standards while offering value for money to guests.
- Security & Emergency Protocols: Adhere to hotel security, emergency policies, and safety procedures.
What are we looking for
A Front Desk Manager serving Hilton brands should demonstrate the following skills and behaviors:
- Positive Attitude: Maintain a welcoming and positive demeanor toward guests and team members.
- Customer Service Focus: Commitment to delivering outstanding customer service and addressing guests needs effectively.
- Teamwork & Communication: Ability to work cooperatively within a team and communicate effectively across departments.
- Problem-Solving Skills: Ability to handle complaints and resolve issues promptly while maintaining a calm and professional demeanor.
- Attention to Detail: Ensure accuracy in all aspects of guest service, from registrations to billing and room assignments.
- Operational Efficiency: Knowledge of front desk operations, financial systems, and compliance with Hilton's brand standards.
Key Attributes:
- Previous experience in front desk management or hospitality is preferred.
- Strong leadership and organizational skills.
- Ability to stay calm under pressure and in emergency situations.
- Knowledge of hotel systems (e.g., Fidelio, OnQ).
- Flexibility and adaptability in a fast-paced environment.
This role is ideal for someone who thrives in a dynamic, customer-focused environment and is committed to providing excellent service while adhering to Hilton's brand standards.
