Front Office Manager

Description

Reporting to the Hotel Manager, The Front Office Manager is responsible for delivering exceptional guest experiences, achieving departmental financial objectives, leading and developing a high-performing team, ensuring Hilton brand compliance, and maintaining efficient front office operations across both brands. This position serves as a key member of the hotel's leadership team and is accountable for measurable operational, financial, and guest satisfaction results.

The ideal candidate is a hands‑on leader who thrives in a fast‑paced hospitality environment, builds strong teams, drives continuous improvement, and creates memorable guest experiences while maintaining operational excellence.

Key Responsibilities

• Lead the delivery of exceptional guest service and foster a culture where guest satisfaction is the department's primary focus.
• Analyze guest feedback, reviews, surveys, and service recovery trends to identify improvement opportunities and implement corrective action plans.
• Support Hilton Honors enrolment initiatives and team awareness programs.
• Ensure consistent recognition and delivery of benefits for Hilton Honors members.

• Train, motivate, and empower front desk staff to deliver responsive and professional guest assistance
• Oversee all front desk operations, including check‑in/check‑out, telephone procedures, hotel amenities, and system use

• Monitor daily room inventory and coordinate solutions related to overselling, room availability challenges, VIP arrivals, group arrivals, and special requests.

• Act as Manager on Duty, supporting hotel‑wide operations when required
• Partner with the General Manager, Hotel Manager and Sales team to generate business opportunities, set rate codes, and manage rooming lists

• Ensure accuracy of guest billing, payment processing, refunds, adjustments, cash handling, and financial transactions.

• Assist with Revenue Management functions and actively participate in revenue calls with corporate and brand teams
• Manage HR functions for front desk staff including recruiting, hiring, training, evaluations, and retention efforts

• Establish clear departmental performance expectations and hold team members accountable for results.
• Conduct regular departmental meetings and daily shift briefings to communicate operational priorities, business levels, guest feedback, and performance expectations.
• Ensure effective communication and shift handovers between morning, evening, and overnight teams.
• Foster a positive, inclusive, and engaging workplace culture focused on teamwork, accountability, and professional growth.
• Ensure incidents, accidents, guest concerns, and security matters are documented, escalated, and followed up appropriately.
• Maintain compliance with all company policies, labor regulations, health and safety standards, and Hilton brand requirements.

• Key Performance Indicators include Guest Experience Stay Scores, Hilton Honors & Brand Compliance, Training Compliance & Financial Performance.

What We’re Looking For

• Proven leadership experience in hotel front office or guest services management
• Strong customer service philosophy and ability to foster a guest‑first culture
• Knowledge of revenue management, financial reporting, and hotel operations
• Excellent communication, training, and problem‑solving skills
• Experience with Hilton systems and brand standards preferred.
• Familiarity with HR best practices and compliance standards
• Strong guest‑service skills and a genuine passion for hospitality.
• Excellent communication, organization, and problem‑solving abilities.
• The ability to lead, coach, and inspire a diverse team in a fast‑paced environment.
• Ability to remain calm, professional, and solution‑oriented during busy service periods.
• Strong attention to detail and a commitment to quality and presentation.
• Flexibility to work a varied schedule, including evenings, weekends, holidays, and occasional extended shifts.
• Proficiency with standard computer applications; experience with a point‑of‑sale system and hotel or scheduling software is an asset.
• Post‑secondary education in Hospitality, Hotel Management, Business, or a related field is considered an asset.

Qualifications

• Proven leadership experience in hotel front office or guest services management
• Strong customer service philosophy and ability to foster a guest‑first culture
• Knowledge of revenue management, financial reporting, and hotel operations
• Excellent communication, training, and problem‑solving skills
• Familiarity with HR best practices and compliance standards

Benefits

• Competitive wages
• Medical, dental, and vision insurance
• Life insurance and short/long‑term disability options
• Tuition assistance
• Discounted room rates at Concord‑managed hotels
• Training, development, and career advancement opportunities

Why Join Concord?

At Concord Hospitality, we invest in our associates through training and development at all levels. Our “Associate First” culture supports growth, balance, and diversity.

Built on five cornerstones— Quality, Integrity, Community, Profitability, and FUN!—our associates proudly cheer:

“We Are Concord!”

We are an equal opportunity employer committed to diversity and inclusion and strive to be a Great Place to Work for All.

Source: Concord Hospitality