Front Office Manager - Hilton Orlando
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- 1 day ago Post Date
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- HOT0CF93 Requisition #
Hilton Orlando is looking to welcome a Front Office Manager to join the team!
Our hotel, which features over 1,400 guest rooms is located near International Drive and directly connected to the Convention center. Our Front Office team consists of our Director of Front Office Operations, Front Office Managers, Assistant Front Office Managers, our Pre-Arrival Coordinators, Guest Service agents and bell persons.
The ideal candidate would have 1+ years as a Front Office Manager in a smaller property or 2+ years as an Assistant Front Office Manager in a larger property. Ability to work a flexible schedule. Proven ability to lead the team. Experience in implementing and showcasing sustainable programs and incentives.
Shift Pattern: Open full availability and flexibility for the role is required.
The Benefits – Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits such as:
- Access to pay when you need it through DailyPay
- Mental health resources including Employee Assistance Program
- Best-in-Class Paid Time Off (PTO)
- Go Hilton travel program: 100 nights of discounted travel
- Parental leave to support new parents
- Debt-Free Education: Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education, including: college degrees and professional certifications*
- 401K plan and company match to help save for your retirement
- Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
- Career growth and development
- Team Member Resource Groups
- Recognition and rewards programs
*Available benefits may vary depending upon property-specific terms and conditions of employment and the terms of the collective bargaining agreement if applicable.
What will I be doing?
- Manage all Front Office operations to include, but not limited to, guest service delivery and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, systems management (OnQ PMS, Kipsu, HotSos, Stay Experience platform), department management, and policy and procedure implementation and enforcement
- Oversee, organize and direct, and participate in the shift work of Front Desk Agents, Pre-Arrival Coordinators, and Bellpersons
- Meet and greet guests and respond to guest inquiries, requests and issues in-person, email, text, and telephone in a timely, friendly and efficient manner and resolve guest concerns
- Monitor and assess guest service and satisfaction trends, evaluate and address issues and make improvements accordingly
- Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting evaluations and delivering recognition and reward
- Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
- Recruit, interview and train team members
What are we looking for?
Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
- Hospitality - We're passionate about delivering exceptional guest experiences.
- Integrity - We do the right thing, all the time.
- Leadership - We're leaders in our industry and in our communities.
- Teamwork - We're team players in everything we do.
- Ownership - We're the owners of our actions and decisions.
- Now - We operate with a sense of urgency and discipline
In addition, we look for the demonstration of the following key attributes:
- Quality
- Productivity
- Dependability
- Customer Focus
- Adaptability
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!