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About the Role
Manage the daily operations of the front office and guest services teams, ensuring outstanding guest service. This role involves managing check-in/check-out, resolving guest concerns, and leading front desk staff to meet service standards, ultimately delivering memorable guest experiences.
Responsibilities
- Oversee daily front office operations, including guest service, registration, room inventory, and adherence to policies.
- Monitor and elevate guest satisfaction, address service issues, and guide the team in implementing improvements.
- Support revenue initiatives by promoting hotel services and executing up-selling tactics.
- Provide regular updates and training to the team on hotel offerings, services, and local attractions.
- Welcome guests, respond to inquiries, and resolve concerns promptly.
- Review VIP reservations and ensure an elevated check-in and check-out experience.
- Supervise and support front office team members, monitor performance, provide coaching, and foster a positive work environment.
Requirements
- Proven experience in a front office or guest service management role within the hospitality industry.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills with a guest-centric approach.
- Strong problem-solving abilities and attention to detail.
- Ability to handle high-pressure situations.
- Proficiency in hotel property management systems (PMS) and front office operations.
- Proficiency in English; additional languages are a plus.
- Ability to work flexible hours, including nights, weekends, and holidays.
Skills
- Leadership
- Team Management
- Communication
- Interpersonal Skills
- Guest Service
- Problem-Solving
- Attention to Detail
- Hotel Property Management Systems (PMS)
- Front Office Operations
Location
- Onsite
Work Type
- Full-time
Experience Level
- Management
Benefits
- 110 nights of deeply discounted travel (as low as $40 USD/night).
- Employee Stock Purchase Program (ESPP) with a 15% discount.
- Dedicated caregiving concierge services.
- Crisis concierge support.
- Free counseling and support through Employee Assistance Program (EAP).
- Variety of health plans for medical, dental, and vision.
About the Company
- Hilton is a global leader in hospitality, committed to filling the earth with the light and warmth of hospitality.
- Award-winning culture recognized on the World’s Best Workplaces list by Great Place to Work and Fortune.
- Operates a suite of world-class brands and sets new standards for the future of travel.
- Supports Team Members' careers, from entry-level to experienced professionals.