A Front Office Manager supervises the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out.What will I be doing?As Front Office Manager, you will oversee the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:Oversee the entire Front Office operation to maintain high standardsEvaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvementEnsure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty schemeMaximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilitiesSet departmental objectives, work schedules, budgets, policies, and proceduresMonitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamworkEnsure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practicesMaintain good communication and working relationships with all hotel departmentsMonitor staffing levels to meet cover business demandsConduct monthly communication meetings and produce minutesManage staff performance issues in compliance with company policies and proceduresRecruit, manage, train and develop the Front Office teamComply with hotel security, fire regulations and all health and safety legislationAct in accordance with policies and procedures when working with front of house equipment and property management systemsAssist with other departments, as necessaryWhat are we looking for?Front Office Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:A degree or diploma in Hotel Management or equivalentA minimum of 3 years of Front Office supervisory experience in the hotel, leisure, and/or retail sectorHigh level of IT proficiencyHigh level of commercial awareness and sales capabilitiesExperience of managing people and developing peoplePrevious experience of managing a department and Profit and Loss accountExcellent leadership, interpersonal and communication skillsAccountable and resilientCommitment to delivering a high level of customer serviceAbility to work under pressureExcellent grooming standardsFlexibility to respond to a variety of work situationsAbility to work on your own and as part of a teamIt would be advantageous in this position for you to demonstrate the following capabilities and distinctions:Familiar with Property Management SystemsA degree or diploma in Hotel Management or equivalentWhat will it be like to work for Hilton?Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!Work LocationsDoubleTree by Hilton LagoaScheduleFull-timeBrandDoubletree by HiltonJobGuest Services, Operations, and Front Office
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