Groups and Reception Manager

Planning Activities

-          Develop annual resourcing, training, and scheduling plans aligned with business cycles and budget.

-          Coordinate duty rotas to ensure appropriate coverage for group arrivals, events, and peak front desk periods.

-          Attend pre-conference and pre-group meetings to ensure operational readiness.

-          Maintain clear communication with departments and teams regarding upcoming groups, airline schedules, and occupancy forecasts.

-          Participate in departmental planning meetings to align Front Office goals with overall hotel objectives.

Organising Activities

-          Liaise with all operational departments to ensure group and individual bookings are accurately managed and guest expectations are met.

-          Oversee seamless handovers from Reservations, Sales, Groups, Conference & Events teams for all Corporate, group and airline accounts.

-          Verify room allocations, inventory accuracy, and overbooking levels in line with business strategy.

-          Ensure all departments are briefed on group requirements, VIPs, and special arrangements.

-          Manage group organisers’ communication channels, ensuring all updates, changes, and requests are handled promptly.

-          Plan and oversee airline crew operations, ensuring lounges, transport, and billing are handled efficiently.

Directing Activities

-          Lead the Front Office and Groups teams to deliver exceptional arrival, stay, and departure experiences.

-          Act as a visible leader during peak periods, supporting the team on the floor.

-          Motivate the team to achieve Hilton Honors enrolment, upsell, and customer satisfaction targets.

-          Maintain effective communication and collaboration between departments to ensure consistent service delivery.

-          Ensure timely completion of airline billing, audits, and reports.

-          Oversee the upkeep of the airline crew lounge, ensuring it remains stocked, clean, and welcoming.

-          Champion brand initiatives, operational improvements, and guest loyalty strategies.

Staffing Activities

-          Recruit, train, and develop team members, ensuring a high-performance culture.

-          Conduct regular coaching, feedback sessions, and performance reviews.

-          Maintain an effective resource and succession plan for all key roles within the department.

-          Foster a positive, inclusive, and motivating team environment that supports engagement and retention.

-          Ensure all team members have individual development plans and access to learning opportunities.

Controlling Activities

-          Maintain accurate guest balances, deposits, and credit limits in accordance with policy.

-          Oversee credit control, billing accuracy, and timely resolution of post-stay queries.

-          Ensure compliance with financial, privacy, and data protection policies.

-          Safeguard cash, stock, and equipment through robust security and audit procedures.

-          Monitor operational KPIs and implement process improvements where needed.

Leadership

The ability to envision possibilities, contribute to high performing teams, and inspire passion. The willingness to take calculated risks, assume responsibility, and enhance quality and service. Demonstrated through:

-          Act as a role model, leading by example and demonstrating Hilton values.

-          Set clear goals, expectations, and standards of performance for the team.

-          Inspire passion, ownership, and accountability within the department.

-          Foster an environment that encourages feedback, innovation, and continuous improvement.

Customer Focus

The ability to proactively sense and take action on customer needs and opportunities. The willingness to exceed customer expectation. Demonstrated through:

-          Anticipate guest needs and take proactive steps to enhance their experience.

-          Ensure all team members deliver service excellence in every interaction.

-          Encourage and respond to guest feedback to drive continuous improvement.

-          Lead by example in delivering loyalty program enrolments and service recovery.

Living the Values

The ability to inspire day to day demonstration of the Hilton values. The willingness to walk the talk and positively project the face of Hilton Worldwide. Demonstrated through:

-          Demonstrate passion, pride, and integrity in every aspect of the role.

-          Be a team player who promotes collaboration and open communication.

-          Uphold Hilton’s values in interactions with guests, team members, and stakeholders.

Collaboration

The ability to work inter‐dependently with others, within or across groups, functions, brands, and geographies to improve effectiveness. The willingness to put the interests of the enterprise above your own and seek win‐win solutions. Demonstrated through:

-          Build strong, cross-functional relationships with all hotel departments.

-          Work interdependently with colleagues, supporting a culture of teamwork and shared success.

-          Represent the Front Office department in committees and initiatives such as Duty Management, Brand Culture, and Health & Safety.

Judgment

The ability to process information effectively. The willingness to use facts and data to make sound decisions, and to learn from experience. Demonstrated through:

-          Make sound, data-informed decisions that balance guest satisfaction and business priorities.

-          Handle team and guest issues with fairness, empathy, and professionalism.

-          Learn from outcomes, celebrate successes and adapt based on experience.

Results Focus

The ability to deliver results and solutions and keep the focus on driving customer value. The willingness to assume personal ownership and accountability. Demonstrated through:

-          Maintain focus on initiatives that drive revenue, guest loyalty, and operational efficiency.

-          Deliver high audit scores, accurate billing, and consistent brand compliance.

-          Demonstrate measurable contributions to customer value and departmental profitability.