With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others. 

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.  

The Front Office Manager is concerned with the strategic management of the Front Office department following Hilton brand standards, policies and procedures. This role is responsible for the operation of all Front Desk operations, the Transportation team, Concierge, and telephone service centre. 

What will I be doing? 

As the Front Office Manager, you will be responsible for performing the following tasks to the highest standards: 

Maintain high customer service focus by approaching your job with the customers always in mind. Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goalsContribute ideas and suggestions to enhance operational / environmental procedures in the hotel.Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.Actively seek verbal feedback from customers and team members at every opportunity.Have detailed knowledge of Hilton departmental standards, explaining the standards to the team and training each team member individually with specific job skills checklists that relate to their responsibilities.Assess team members’ performance against standards.Monitor standards through regular standards review checks.Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.Communicate effectively with Housekeeping, groups and tours about any in-house group holding catering events, ensuring direct liaison with group leaders upon arrival for special requests.Plan ahead and ensure adequate resources are available.Ensure that the shift is reviewed, handovers and briefings are carried out.Maintain in-depth technical knowledge and skills required for the job.Establish good communication with the Housekeeping team.Create and implement sales promotions and team members incentives as per discussion with the Director of Operations.Assist the Marcom team with the preparation of event brochures.Assist with the annual marketing plan to establish a list of marketing activities in line with the annual business plan, supported by appropriate advertising and promotion budgets from suppliers with the support of the Revenue Manager and marcom team.Identify, communicate and act on potential sales leads.Participate in the development of the annual budget, developing short and long term financial operating plans. Use key monitors and financial targets to evaluate the department’s performance and make future plans.Understand relevant Health & Safety (H&S) legislations and their implications on the operation of the department.Communicate to the team their responsibilities within H&S.Ensure that safe and healthy working practices are implemented at all times.Participate in community public relations for the hotel. 
 

What are we looking for? 

A Front Office Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviour, skills, and values that follow: 

•    Minimum 5 years of progressive career within Front Office or Room`s Department
•    Minimum 3 years in leadership position with an international hospitality chain is required
•    Pre-opening experience is an advantage
•    Resort experience is required, island or remote location experience is an advantage
•    OnQ knowledge is a plus
•    Good communication, organization and coordination skills.
•    Positive attitude with problem resolution mindset.
•    Responsible and self-motivated.                                                                             
•    Fluent in spoken and written English to meet business needs.  

What 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 travellers 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!