Front Office Manager

The Front Office Manager is concerned with the strategic management of the Front Office department following Hilton brand standards, policies and procedures. This role is responsible for the operation of all Front Desk operations, the Transportation team, Concierge, and telephone service centre.

As the Front Office Manager, you will be responsible for performing the following tasks to the highest standards:

• Maintain high customer service focus by approaching your job with the customers always in mind.

• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.

• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.

• Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.

• Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.

• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.

• Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.

• Actively seek verbal feedback from customers and team members at every opportunity.

• Agree and implement actions to make improvements to customer service.

• Positively dealing with and learn from customer complaints and comments with follow-up and feedback to the Director of Operations.

• Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.

• Be available to assist on duty in the hotels during any busy days or special events.

• Maintain a presence in the lobby setting the example for team members for guest service.

• Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before the guests ask.

• Have detailed knowledge of Hilton departmental standards, explaining the standards to the team and training each team member individually with specific job skills checklists that relate to their responsibilities.

• Assess team members’ performance against standards.

• Monitor standards through regular standards review checks

Work Experience 

A Front Office Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviour, skills, and values that follow:

• Good communication, organization and coordination skills.

• Good team player.

• Responsible and self-motivated.

• Patient, responsible and proactive in dealing with problems.

• Able to maintain excellent relations with team members.

• Able to work under great physical and mental pressures.

• Familiar with computer systems. (ONQ PMS)

• Fluent in spoken and written English to meet business needs.

· 3 or more years of experience in FOM role

Benefits

Annual RAL 32K