Front Desk Manager

Position Statement

The Front Desk Manager leads and oversee all Front Desk operations, ensure service excellence, operational consistency, delivering an exceptional first and last impression of the hotel and a refined luxury guest experience align with the Hilton standards by building a confident, service-driven team capable of anticipating guest’s need.

What are we looking for?

The Front Desk Manager serving Hilton Brands is 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:

• Able to read, write, speak and understand the English language to communicate effectively with guests and employees.
• Able to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to deescalate situation, collect and analyse accurate information and resolve conflicts.
• Good interpersonal skills to provide overall guest satisfaction.
• Excellent mathematical comprehension to understand & interpret numbers apply to hotel operations.
• Able to work under pressure and deal with stressful situations during busy periods.
• 5 to 7 years of related working experience preferred.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

What will I be doing?

As the Front Desk Manager, you will be responsible for performing the following tasks to the highest standards:

• Oversee daily Front Office operations, ensuring seamless guest arrival and departure experiences aligned with our hotel standards.
• Ensure all Front Desk procedures, service rituals and SOPs are consistently executed and regularly reviewed.
• Act as a coach and mentor to team members, conduct on the job training, reinforcing standards and expectations and motivating team members to strive for established department goals.
• Create a positive, professional, and service-driven working culture that reflects Hilton hospitality values.
• Conducts regular briefings to reinforce service standards, brand values, and hotel best practices.
• Monitor lobby presence and proactively engage with guests to resolve issues and elevate guest experience.
• Handle last-minute changes due to overbooking, early arrivals, late departures or any other issues.
• Listen to and understand requests, issues and situations from both guests and team members. 
• Handle complaints promptly and efficiently, taking the necessary action, and follow-up to ensure satisfaction with resolution offered.
• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
• Identify skill gap and develop targeted training action plan in collaboration with Learning & Development.
• Monitor guest feedback, online reviews, and post stay surveys, translate insight into service improvement initiatives.
• Ensure that guests’ profiles and information is input into the hotel system in a timely and accurate way.
• Ensure communication, coordination and cooperation between the front desk and other operating departments, specifically Reservations, Commercial, Housekeeping, F&B and Finance.
• Ensure that the Manager on Duty are kept aware and up to date of any operational issues.
• Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests. 
• Adhere to the company’s credit policy at all times when handling cash, credit card transactions, city ledgers, LPO and 3rd party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.

• Carry out any other reasonable duties and responsibilities as assigned.