Front Office Manager | Full-Service | Hilton Oceanfront

FRONT OFFICE MANAGER
Hilton Virginia Beach Oceanfront | Shamin Hotels
Full-Time, Exempt | Reports to: Assistant General Manager
Schedule: Varies, Holiday & Weekend availability required as needed for operational coverage. 

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ABOUT THE ROLE
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The Front Office Manager leads the largest guest-facing department at the Hilton Virginia Beach Oceanfront — a full-service, high-volume oceanfront property managed by Shamin Hotels. This role owns the complete guest arrival-to-departure experience across three functions: front desk, bell service, and valet.

This is a department head role with real accountability — for your people, your numbers, and your guests.

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WHAT YOU OWN
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GUEST EXPERIENCE
• Own the full guest arrival sequence from the valet lane to the front desk
• Establish and enforce SOPs for front desk, bell, and valet; review quarterly
• Manage the upsell program with team targets, shift tracking, and recognition
• Ensure Hilton loyalty recognition and elite guest handling standards are met
• Own service recovery within department authority; escalate appropriately
• Review GSS scores and guest feedback weekly; translate into team coaching

OPERATIONS & SYSTEMS
• Manage PMS, key systems, and reservation queues
• Maintain room inventory accuracy with Housekeeping and Revenue Management
• Oversee cash handling, safe accountability, and audit compliance for front desk and valet
• Own vehicle damage claim documentation, communication, and resolution
• Manage key control and vehicle security protocols for valet operations

STAFFING, SCHEDULING & LABOR
• Build weekly schedules for front desk, bell, and valet aligned to occupancy and labor budget
• Manage hiring, onboarding, and 30/60/90 development plans in partnership with HR
• Oversee seasonal staffing strategy including the seasonal supervisor role (May–October)
• Maintain brand training certification compliance across all three functions
• Conduct performance reviews and ongoing coaching for all direct reports
• Manage overtime, call-outs, and open shift coverage proactively

TEAM DEVELOPMENT
• Develop two front desk supervisors and one valet supervisor as your direct bench
• Lead pre-shift briefings and real-time floor coaching
• Partner with HR on performance management and employee relations matters
• Build a team culture of ownership, accountability, and genuine hospitality

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HOW YOU WILL BE MEASURED
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• GSS scores: Arrival, Departure, Staff Service
• Upsell revenue per check-in
• Labor cost vs. budget
• Brand audit compliance — Front Office and Valet
• Training certification completion rate
• Valet damage claim rate and resolution time
• Supervisor development progress

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WHAT WE OFFER
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• Full benefits package: medical, dental, vision, PTO
• Hilton Team Member travel discounts
• Clear organizational structure with an experienced AGM
• Real authority to shape and elevate a department with local payroll, accounting & HR for support
• Career growth within a rapidly expanding regional portfolio — Shamin Hotels' Oceanfront Region is projected to add multiple properties by 2027

Shamin Hotels is an equal opportunity employer and welcomes applications from individuals of all backgrounds. We thank all applicants for their interest, but only those selected for an interview will be contacted.

Top Requirements:

• Team Up: Be Golden, Collaborate and Help Others Succeed.
• Own It: Be a role model, Embrace Responsibility and Keep Learning.
• Passionately Serve: Be Positive, Care Deeply and Create Memories.

• 2 years of hotel front office management experience at a full-service or select-service property; experience with bell and/or valet operations strongly preferred
• Demonstrated ability to manage multi-function teams of 15 hourly employees across different service functions
• Proficiency with property management systems; Hilton PEP or comparable platform experience preferred
• Paycom or comparable HRIS experience for scheduling, timekeeping, and performance documentation
• Strong working knowledge of labor management, scheduling to forecast, and cost-per-occupied-room metrics
• Track record of developing hourly supervisors and building accountable, high-performing team cultures
• Familiarity with Hilton brand audit standards and loyalty program protocols preferred; major full-service brand experience in any flag considered
• Availability to work Thursday through Sunday as a core schedule requirement in season; this is a peak-season oceanfront property and weekend presence is non-negotiable at this level. (AGM also supports weekend coverage at this property)
• Bachelor's degree in Hospitality Management or related field preferred; equivalent combination of education and experience considered
• Ability to work in varying outdoor conditions to support valet and stand for extended periods; valid driver's license required
• Bilingual English/Spanish a plus

Salary : $58,000 - $65,000