Front Office Manager

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others. 

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.  

The Front Office Manager is concerned with the strategic management of the Front Office department following Hilton brand standards, policies and procedures. This role is responsible for the operation of all Front Desk operations, the Transportation team, Concierge, and telephone service centre. 

What will I be doing? 

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

• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues. 

• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance. 

   

• Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals. 

   

• Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel. 

• Actively seek verbal feedback from customers and team members at every opportunity. 

   

• Positively dealing with and learn from customer complaints and comments with follow-up and feedback to the Director of Operations. 

• Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day. 

   

• Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before the guests ask. 

• Have detailed knowledge of Hilton departmental standards, explaining the standards to the team and training each team member individually with specific job skills checklists that relate to their responsibilities. 

• Assess team members’ performance against standards. 

   

• Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service. 

   

• Demonstrate positive leadership characteristics that inspire team members to meet and exceed standards.  

• Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy, and external events, promotions etc.). 

• Communicate effectively with Housekeeping, groups, and tours about any in-house group holding catering events, ensuring direct liaison with group leaders upon arrival for special requests. 

   

• Coordinate with the Housekeeping department to ensure cleaning is followed-up, ensuring that follow-up procedures are maintained. 

• Ensure that the shift is reviewed, handovers and briefings are carried out. 

   

• Maintain guest histories to assist with returning guests. 

• Establish good communication with the Housekeeping team. 

• Attend and participate in regular operational and hotel meetings. 

• Ensure that supplier liaison with the Purchasing team ensures maximum support with regards to sponsorship, marketing and pricing initiatives. 

• Responsible for the maximization of room revenue and profit through commercial room management, ensuring a consistently high standard of customer service within the department. 

• Make all decisions regarding overbooking the hotel on the same day, ensure all out bookings are carried out by members of the Management and that overbooking levels for future days will be monitored by the Revenue Manager. 

• Understand the goals of the hotel and the department’s role in achieving it, communicating goals to the team. 

• Ensure that daily operation is managed by Duty Managers who are totally accountable for the profitability and service standards achieved. 

• Keep the team up to date on departmental, hotel and company activities through regular communication meetings and memos, including special events, promotions in the restaurants and bars. 

   

   

• Participate in the development of the annual budget, developing short and long-term financial operating plans.  

• Use key monitors and financial targets to evaluate the department’s performance and make future plans. 

   

• Complete regular financial and operating reports as required or requested by the Director of Operations. 

• Forecast potential costs, review expenses on a monthly basis and implement actions for improvement, following the company’s control procedures. 

   

• Carry out seasonal inventory of operating equipment. 

   

• Ensure that new recruits have all relevant information before commencing employment. 

• Plan and ensure that departmental orientation is carried out. 

• Ensure standards trainings and assessments are carried out. 

• Regularly review individual and team performance against objectives and provide feedback. 

• Develop and implement department training plans to meet business needs. 

• Carry out training programs for team members with the L&D Manager and departmental trainers. 

• Assist in the training of team members ensuring that they have the necessary skills to perform their duties with maximum efficiency.  

   

• Carry out annual appraisals with all team members in accordance with legal and hotel guidelines and identify individual training needs. 

   

• Introduce appropriate product knowledge courses for team members. 

   

• Ensure that safe and healthy working practices are implemented at all times.