Front Desk Manager

What will you be doing

As the Front Desk Manager

• Guest Registration

  : Manage the guest registration process, including inputting and retrieving information, confirming guest details such as number of guests and room rates, and ensuring the correct room selection.

• Promotions & Programs

  : Promote Hilton marketing programs, including Hilton Honors, ensuring that guests are informed about special programs and benefits.

• Billing and Payments

  : Ensure accurate billing, process guest payments, and handle any issues related to charges or payments, including foreign currency exchange.

• Guest Interaction

  : Greet guests with a friendly welcome, listen to their requests, respond appropriately, and provide accurate information on hotel services and amenities.

• Complaint Resolution

  : Handle guest complaints promptly and efficiently, escalating to the Duty Manager or Guest Relations Manager when necessary, and following up to ensure satisfaction.

• Team Collaboration

  : Actively contribute to a cooperative, helpful, and kind work environment, participating in training sessions and sharing ideas to improve customer service.

• Executive Floor & VIP Services

  : Manage VIP guest arrangements, including room preferences, amenity setups, and the VIP gift amenity menu.

• Operational Communication

  : Work closely with various departments (Housekeeping, Food & Beverage, Engineering, IT) to ensure smooth operations and guest satisfaction.

• Front Desk Systems & Policies

  : Ensure efficient use of hotel front desk systems (e.g., Fidelio), maintaining rate integrity, following cash handling procedures, and adhering to all health and safety protocols.

• Sales Opportunities

  : Maximize revenue through sales opportunities, maintaining ethical standards while offering value for money to guests.

• Security & Emergency Protocols

  : Adhere to hotel security, emergency policies, and safety procedures.

What are we looking for

A Front Desk Manager

• Positive Attitude

  : Maintain a welcoming and positive demeanor toward guests and team members.

• Customer Service Focus

  : Commitment to delivering outstanding customer service and addressing guests needs effectively.

• Teamwork & Communication

  : Ability to work cooperatively within a team and communicate effectively across departments.

• Problem-Solving Skills

  : Ability to handle complaints and resolve issues promptly while maintaining a calm and professional demeanor.

• Attention to Detail

  : Ensure accuracy in all aspects of guest service, from registrations to billing and room assignments.

• Operational Efficiency

  : Knowledge of front desk operations, financial systems, and compliance with Hilton's brand standards.

Key Attributes

• Previous experience in front desk management or hospitality is preferred.
• Strong leadership and organizational skills.
• Ability to stay calm under pressure and in emergency situations.
• Knowledge of hotel systems (e.g., Fidelio, OnQ).
• Flexibility and adaptability in a fast-paced environment.

This role is ideal for someone who thrives in a dynamic, customer-focused environment and is committed to providing excellent service while adhering to Hilton's brand standards.