Hotel Front Office Manager

The Front Office Manager leads the front desk team and owns the arrival and departure experience. Reporting to the General Manager, you'll hire, train, and coach a team of Guest Service Agents and Supervisors, keep the desk running smoothly through heavy group check-ins and busy midweek corporate arrivals, and drive the guest satisfaction scores that define our reputation.

Compensation: $45,000 yearly

Qualifications

• 2+ years of front office or rooms division supervisory or management experience, preferably in a full-service or upper-upscale hotel
• Experience with hotel property management systems; Hilton PEP or OnQ experience is a strong plus
• A track record of building and motivating hourly teams
• Calm, confident problem-solving in a fast-paced environment
• Strong communication skills with guests, team members, and leadership
• Availability to work a flexible schedule including weekends, holidays, and evenings

Responsibilities

• Lead, schedule, train, and develop the front desk team, including Front Desk Supervisors and Guest Service Agents
• Deliver a consistent, high-quality arrival experience that meets Hilton and Embassy Suites brand standards
• Plan for and execute large group arrivals, including youth sports tournaments, with pre-keyed rooms, rooming lists, and clear communication with Sales and Housekeeping
• Resolve guest concerns promptly and professionally, and follow through on service recovery
• Monitor and improve guest satisfaction scores, online reviews, and Hilton Honors engagement
• Manage front office labor to budget while maintaining service levels
• Oversee cash handling, bank audits, credit limits, and daily reporting
• Partner with Housekeeping, Engineering, Sales, and Food and Beverage to keep operations coordinated
• Support revenue goals through upselling, inventory awareness, and accurate rate and reservation management