Front Office Manager

Front Office Manager oversees Front Desk operations to ensure a seamless, welcoming, and professional guest experience. This role leads the front office team in delivering exceptional service during check-in and check-out while maintaining Hilton standards, operational accuracy, and team accountability. The Front Office Manager sets the tone for hospitality excellence through strong leadership, guest engagement, and effective team management.

This description of responsibilities is simply intended to provide basic guidance to outline a minimum standard of performance.

At Hilton Garden Inn
, our Team Members are guided by Hilton’s values of Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now
. We are committed to delivering exceptional guest experiences through professionalism, collaboration, and genuine care—every guest, every stay.

As a result, this is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of people in this job.

• Maintain high standards of guest services and a consistent guest experience per brand requirements
• Ensure management of the rate structure, via Reservations and Front Office salesmanship
• Meet or exceed the average rate goals of the hotel as well as total rooms revenue.
• Ensure all Front Office systems and control procedures comply with corporate policy and procedures.
• Develop programs to encourage team to provide exceptional service, control costs, improve guest service, and/or improve morale.
• Complete brand checklists weekly, monthly, and quarterly.
• Maintain open and clear communication with all internal departments.
• Ensure proper and appropriate staffing and staff training in all areas at all times.
• Schedule to peaks and valleys in occupancy without supervision. Control labor costs to be within budget. Process payroll, edit punches.
• Able to direct all fire, life, and safety procedures and train staff appropriately.
• Create a culture of profitability, guest satisfaction and employee satisfaction.
• Develop, implement and monitor guest service programs and VIP programs.
• Assist team in handling and solving all complaints and incidents and communicate results with corporate.
• Resolve employee complaints and grievances. Develop plans for achieving high opinion survey scores.
• Manage, reward, coach, counsel, discipline and terminate employees as needed with no supervision.
• Control departmental budget through use of check book. Develop and implement annual budget.
• Provide regular and annual performance feedback on all team members. Recommend and implement increases for same.
• Have complete knowledge of hotel services, outlet hours of operation, and knowledge of area.

• Previous experience in a similar position is required.
• Requires a minimum of 1 year of supervisory experience.
• The position requires a varied work schedule that may include evenings, nights, and weekends.
• Computer skills required including:
  Word and Excel.
• Clear concise written and verbal communication skills.
• Strong organizational skills.
• Excellent interpersonal skills.

• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee frequently is required to stand.
• The employee is occasionally required to walk.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, color vision, and depth perception.