Front Office Operations Assist in managing the daily operations of the Front Office, including Front Desk, Guest Services, Bell Services, and Night Audit. Ensure exceptional guest service and timely resolution of guest concerns. Maintain compliance with Hilton brand standards, company policies, and operating procedures. Monitor daily arrivals, departures, VIPs, group blocks, and special requests. Conduct pre-shift meetings and communicate operational updates. Ensure proper room assignments and inventory management. Monitor room availability, oversell situations, and room moves. Assist with scheduling, payroll review, and labor management. Support the Front Office Manager in achieving departmental goals and service scores. Act as Manager on Duty when assigned. Maintain accurate cash handling and audit procedures. Ensure compliance with safety, security, and emergency procedures
Reservations Management Oversee all individual and group reservation activities. Ensure reservation accuracy, rate integrity, and inventory control. Monitor room availability and maximize occupancy and revenue opportunities. Review daily pickup reports, pace reports, cancellations, no-shows, and forecasting. Coordinate closely with Sales, Revenue Management, Housekeeping, and Front Office regarding room inventory and group arrivals. Manage third-party reservation channels and ensure reservation accuracy. Resolve reservation discrepancies and guest booking concerns promptly. Monitor online travel agency reservations and ensure proper billing and routing. Assist with inventory balancing during high-demand periods.
Leadership and Team Development Supervise, coach, and mentor Front Office and Reservations team members. Conduct training for new hires and ongoing development. Complete performance evaluations and provide regular coaching. Assist with recruitment, interviewing, onboarding, and employee engagement. Foster a positive, inclusive, and collaborative work environment. Ensure compliance with attendance, grooming, and performance standards
Qualifications High school diploma or GED required; Associate's or Bachelor's degree in Hospitality Management preferred. Minimum of three years of Front Office or Reservations supervisory experience in a full-service hotel. Previous Hilton experience preferred. Experience with OnQ, PEP, Opera, or similar Property Management Systems. Strong understanding of revenue management principles and hotel operations. Excellent leadership, organizational, and communication skills. Strong problem-solving and conflict resolution abilities. Ability to multitask and perform effectively in a fast-paced environment. Proficiency with Microsoft Office (Excel, Outlook, Word). Flexible schedule, including evenings, weekends, holidays, and on-call responsibilities.
Physical Requirements Ability to stand and walk for extended periods. Occasionally lift up to 25 pounds. Ability to use computers and office equipment for extended periods. Ability to respond quickly to operational emergencies
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