Front Desk Manager

Job Summary

The Hilton DoubleTree, Downtown Salisbury is seeking a professional and detail-oriented Front Office Manager to lead our front desk operations and ensure exceptional guest experiences. In this pivotal role, you will oversee daily front office functions, manage guest relations, and coordinate with various departments to uphold the highest standards of Hilton hospitality. Your leadership will foster a welcoming environment where guests feel valued and cared for from check-in to check-out. A passion for hospitality management and excellent communication skills are essential to thrive in this dynamic role. Send your resume for immediate consideration.

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Serving as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Interacts with guests to obtain feedback on product quality and service levels.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Pay: $18.00 - $20.00 per hour

Expected hours: 32.0 – 40.0 per week

Benefits:

• Employee assistance program
• Employee discount
• Flexible schedule
• Free parking
• Paid time off
• Professional development assistance
• Tuition reimbursement

Work Location: In person