Department – Front Office

Hilton Experience. Night Audit Experience

Reports to – General Manager
What’s the job? The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Front Office Manager you’ll deliver this through managing all aspects of the front office (for example guest registration, porter services, business centre, telephone services, concierge services, and guest reservations). You’ll also create the warm atmosphere that makes our guests feel at home in any location.Your day-to-day
Guest Experience

Ensure your front office team delivers a great service, professional attention and personal recognition

Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction

Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies

People

Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance

Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties

Ensure your team are properly trained on systems, security, service and quality standards

Financial

Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management

Oversee night audit function and preparation of daily financial reports

Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk

Responsible Business

Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner

Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel

Perform other duties as assigned. May also serve as manager on duty

Accountability

This job is the top Front Office job and may report to a General Manager. Typically supervises front desk agents, and reservations, PBX, etc. May oversee a team

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all hotels.

Each hotel delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests

True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay

True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs

True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• Health insurance
• Paid time off

Schedule:

• Weekends as needed

Work setting:

• In-person

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel experience: 2 years (Preferred)

Ability to Relocate:

• Jacksonville, FL 32216: Relocate before starting work (Required)

Work Location: In person