Front Office Manager

Hilton - Columbus, OH

Full-time - Mid Level

Columbus, OH

501-1,000 employees

Accommodation

About the position

The Front Office Manager at Hilton Columbus Downtown is responsible for overseeing the Front Office Team, ensuring high standards of guest service and satisfaction. This role involves managing the first impressions of guests, maximizing room occupancy, and promoting hotel services while maintaining effective communication with all hotel departments. The position requires strong leadership and the ability to train and develop team members in a dynamic hospitality environment.

Responsibilities

• Oversee the entire Front Office operation to maintain high standards.
• Evaluate levels of Guest satisfaction and monitor trends, focusing on continuous improvement.
• Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude.
• Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities.
• Set departmental objectives, work schedules, budgets, policies, and procedures.
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork.
• Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area.
• Maintain good communication and working relationships with all hotel departments.
• Monitor staffing levels to meet cover business demands.
• Conduct monthly communication meetings and produce minutes.
• Manage staff performance issues in compliance with company policies and procedures.
• Recruit, manage, train and develop the Front Office team.
• Comply with hotel security, fire regulations and all health and safety legislation.
• Assist with other departments, as necessary.

Requirements

• A degree or diploma in Hotel Management or equivalent.
• A minimum of 3 years of Front Office supervisory experience in the hotel, leisure, and/or retail sector.
• High level of IT proficiency.
• High level of commercial awareness and sales capabilities.
• Experience of managing people and developing people.
• Previous experience of managing a department and Profit and Loss account.
• Excellent leadership, interpersonal and communication skills.
• Accountable and resilient.
• Commitment to delivering a high level of customer service.
• Ability to work under pressure.
• Excellent grooming standards.
• Flexibility to respond to a variety of work situations.
• Ability to work on your own and as part of a team.

Nice-to-haves

• Familiar with Property Management Systems.

Benefits

• Complimentary On-Site Parking
• Complimentary Staff Meals
• Go Hilton travel program: 100 nights of discounted travel
• Access to your pay when you need it through DailyPay
• Hilton Shares: Employee stock purchase program at a 15 percent discount
• Maternity and parental leave, including 12 weeks of paid leave for birthing parents
• Comprehensive Health Insurance coverage including Telemedicine
• Mental health resources including free counseling through Employee Assistance Program
• Best-in-Class Paid Time Off (PTO)
• 401K plan and company match to help save for retirement