Hilton Altamonte - Front Office Manager

Job Description

A Front Office Manager supervises the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests with 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:

Front Office Manager (FOM) — Desired Attributes & Competencies

1. Strategic Leadership & Team Development

o Strong leadership experience supervising front desk and reservations; proven ability to lead, coach, and mentor for high performance results.

o Experience managing people, scheduling, performance reviews, and corrective action with a positive growth mindset.

o Ability to inspire and develop talent, building a resilient, “Worlds Iconic Host” culture where team members grow and thrive.

2. Guest Experience & Service Excellence

o Deep commitment to delivering exceptional guest service, anticipating needs and resolving concerns proactively.

o Excellent emotional intelligence that builds trust with guests, especially VIP or Honors Members, ensuring every interaction uplifts the Hilton brand.

o Systematic use of guest feedback (surveys, reviews, Kipsu) to improve service delivery and implement action plans.

3. Operational & Financial Insight

o Strong operational knowledge of front office functions; to include check-in/check-out, billing, reservations, night audit oversight, and staffing models.

o Commercial awareness and sales mindset that drives upselling, revenue growth, and occupancy optimization.

o Capacity to participate in labor cost control and financial performance management for the front office department.

4. Communication & Departmental Collaboration

o Excellent verbal and written communication skills; able to engage the team, senior leadership, and guests with clarity and professionalism.

o Strong collaborator who partners effectively with Housekeeping, Food & Beverage, Sales, and Engineering to ensure seamless guest service delivery and problem resolution.

o Skilled at facilitating meetings, leading pre-shifts, and maintaining accurate documentation.

5. Systems Savvy & Tech Proficiency

o High level of proficiency with Property Management Systems (PMS), reporting software, and operational dashboards.

o Ability to interpret operational and financial data for informed decision-making, daily reporting, and forecasting.

6. Accountability & Resilience

o Strong sense of ownership; takes responsibility for departmental outcomes and drives continuous improvement.

o Resilient under pressure, remaining calm in peak occupancy periods, service challenges, or unexpected situations.

o Demonstrates ethical conduct, integrity in cash and credit handling, and compliance with safety, security, and regulatory standards.

7. Training & Talent Development

o Experience building effective training programs that ensure team members have current knowledge of brand standards, products, and services.

o Commitment to ongoing learning; both for self and team; promoting Hilton University, departmental cross training, and leadership development opportunities.

8. Professional Presence & Brand Ambassador

o Impeccable professional image and demeanor, reflecting Hilton’s standards of excellence.

o Brand ambassador who embodies Hilton’s mission to fill the earth with the light and warmth of hospitality, bringing personality, warmth, and consistency to every guest interaction.

9. Proactive Problem Solving & Innovation

o Proactive thinker who anticipates potential issues before they escalate and implements creative, guest focused solutions.

o Encourages operational improvements and supports initiatives that enhance workflow efficiency or guest satisfaction.

10. Flexibility & Duty Management

o Willingness to act as Manager on Duty (MOD) ; handling escalations, critical decisions, and front office leadership in the absence of senior leadership.

o Flexible schedule adaptability: ready to support early mornings, late evenings, holidays, and peak travel periods when needed.

What Makes This Role Critical”?

o Gatekeeper of First Impressions: The FOM ensures guests’ first and last interactions are flawless, which directly impacts loyalty, repeat business, and online reputation.

o Revenue Driver: With eyes on occupancy, upselling strategies, and front office performance, the FOM plays a tactical role in profitability.

o Culture & Training Champion: The FOM shapes the front office team’s morale, service mindset, and professional growth; influencing guest satisfaction scores and team retention

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Familiar with Property Management Systems
• A degree or diploma in Hotel Management or equivalent

What are we looking for?

Since being founded in 1919, Hilton Worldwide has been a leader in the hospitality industry. Today, Hilton Worldwide remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these values:

• H – Hospitality : We’re passionate about delivering exceptional guest experiences.
• I – Integrity : We do the right thing, all the time.
• L – Leadership : We’re leaders in our industry and in our communities.
• T – Teamwork : We’re team players in everything we do.
• O – Ownership : We’re the owners of our actions and decisions.
• N – Now : We operate with a sense of urgency and discipline.

In addition, we look for the demonstration of key attributes in our Team Members including living the values, quality, productivity, dependability, customer focus, teamwork, and adaptability.

What benefits will I receive?

Your benefits will include a competitive starting salary and, depending upon eligibility, a vacation or Paid Time Off (PTO) benefit. You will have access to our unique benefits such as the Team Member and Family Travel program, which provides reduced hotel room rates at many of our hotels for you and your family, plus discounts on products and services offered by Hilton Worldwide and its partners. After 90 days you may enroll in Hilton World wide’s Health and Welfare benefit plans, depending on eligibility. Hilton Worldwide also offers eligible team members a 401K Savings Plan, as well as Employee Assistance and Educational Assistance programs. We look forward to reviewing with you the specific benefits you would receive as a Hilton Worldwide Team member. The above information is provided as a highlight of the major benefits offered to most full-time team members in the United States. All benefits listed may not be offered at all locations. This is not a summary plan description or official plan document.

Job Type: Full-time

Pay: Up to $56,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Ability to Commute:

• Altamonte Springs, FL 32701 (Required)

Ability to Relocate:

• Altamonte Springs, FL 32701: Relocate before starting work (Required)

Work Location: In person

Salary : $56,000