Front Office Manager

Margot Hotel Outset Collection by Hilton

Position Summary

The Front Office Manager is responsible for overseeing the daily operations of the Front Office department while delivering exceptional guest service and ensuring a seamless arrival and departure experience. This leadership role manages Front Desk, Guest Services, and Front Office operations to maintain Hilton brand standards and the elevated hospitality experience of the Outset Collection.

The Front Office Manager is responsible for developing and leading front office team members, ensuring operational efficiency, maximizing guest satisfaction, and maintaining departmental standards, policies, and procedures.

Key Responsibilities

• Oversee the daily operation of the Front Office, ensuring exceptional guest service and operational excellence

• Lead, coach, train, and develop Front Desk Supervisors, Front Desk Agents, and Guest Services team members

• Ensure efficient guest check-in and check-out procedures while maintaining Hilton and hotel service standards

• Monitor guest satisfaction and proactively resolve guest concerns, service recovery opportunities, and escalated issues

• Review daily arrivals, departures, VIP guests, special requests, and room assignments to ensure guest expectations are exceeded

• Coordinate with Housekeeping, Engineering, Food & Beverage, and other departments to support operational needs and guest satisfaction

• Maintain complete knowledge of hotel services, amenities, room types, rates, promotions, local attractions, and guest offerings

• Assist guests with concierge-style services including transportation arrangements, dining recommendations, local attractions, and special requests

• Monitor room inventory, occupancy levels, upgrades, and revenue opportunities while supporting upselling initiatives

• Ensure compliance with cash handling procedures, credit card processing standards, and financial controls

• Review front office reports, guest feedback, audit information, and operational metrics to identify opportunities for improvement

• Create and maintain Front Office Standard Operating Procedures (SOPs) and training materials

• Prepare schedules, manage labor productivity, approve payroll, and monitor departmental expenses

• Lead department meetings and conduct performance evaluations, coaching sessions, and corrective action discussions as needed

• Maintain a safe working environment and ensure compliance with company policies, OSHA standards, emergency procedures, and hotel safety requirements

• Support hotel leadership with special projects and operational initiatives as assigned

Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree in Hospitality Management or related field preferred

• Minimum 2-3 years of hotel front office or guest services experience required

• Previous supervisory or management experience within a hotel environment preferred

• Strong leadership, coaching, and team development skills

• Excellent communication, interpersonal, and guest service skills

• Ability to effectively resolve guest concerns and make sound operational decisions

• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment

• Experience with hotel property management systems and front office technology

• Flexible schedule including evenings, weekends, holidays, and on-call support as needed

• Ability to stand for extended periods and occasionally lift up to 25 pounds

Preferred Skills

• Experience with Hilton systems and Hilton brand standards

• Luxury or lifestyle hotel experience preferred

• Bilingual or multilingual communication skills

• Strong revenue awareness and upselling experience

• Experience managing payroll, scheduling, and labor controls

• Demonstrated conflict resolution and problem-solving abilities

• Passion for hospitality leadership and guest engagement

Work Environment

This position operates in a professional hotel environment requiring continuous guest interaction, leadership presence, and collaboration across departments. The Front Office Manager is expected to maintain the highest standards of service, professionalism, and operational excellence representative of the Outset Collection by Hilton brand experience.

Benefits

• Competitive salary

• Hilton travel discounts and team member perks

• Health, dental, and vision insurance

• Paid time off and holiday pay

• Career growth and advancement opportunities

• Training and development programs