Front Desk Manager

Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, scheduling, and telephone.

• Participates in the selection of front office personnel.
• Trains, cross-trains, and retrains all front office personnel, ensuring that Hilton required training is maximized.
• Schedules the front desk team via GM approval
• Weekly explores "The Lobby" communicating changes in standards, promos., training, etc. to department heads.
• Evaluates the job performance of each front office employee.
• Maintains working relationships and communicates with all Departments.
• Ensures that T/A commissions are verified and processed weekly.
• Verifies that accurate room status/rate plan tracking information is maintained. And properly communicated.
• Resolves guest related problems quickly, efficiently, and courteously.
• Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
• Reviews and ensures that the nightly audit pack is complete and that PMS reports are in complete balance with M-3.
• Works within the allotted budget for the front office.
• Understands that he/she will be required to work front desk shifts if needed.
• Ensures that credit card batches are balanced to PMS reports and successfully submitted each day.
• Processes daily invoices for direct bill accts.  Updates GM with weekly aging reports.  Posts direct bill payments.
• Participates in regularly scheduled meetings of front office personnel.
• Wears the proper uniform/nametags at all times. Requires all front office employees to wear proper uniforms at all times.
• Upholds the hotel's commitment to hospitality.
• Perform any and all duties not specifically outlined above that are an inherent part of the position.  Perform and execute any requests made by corporate or supervisor in a cooperative and expeditious manner.

Requisites:

Education:

Minimum of two-year college degree desired. Must be able to speak, read, write, and understand the primary language(s) used in the workplace.  Must be able to speak and understand the primary language(s) used by guests who visit the workplace.

Experience:

Previous HILTON experience is a HUGE PLUS.  Minimum of one year of hotel front desk management experience, experience handling cash, accounting procedures, and general administrative tasks.

Physical:

Requires finger dexterity, grasping, writing, standing, sitting, walking, repetitive motions, verbal communications, and visual acuity.