Front Office Manager | Select Service | Hilton Garden Inn

Job Title: Front Office Manager

Property: Hilton Garden Inn Oceanfront – 3315 Atlantic Avenue, Virginia Beach, VA

Department: Front Office

Employment Type: Full-Time | Exempt (Salaried)

Reports To: Assistant General Manager

About Shamin Hotels

Shamin Hotels is one of the largest privately owned hotel management companies on the East Coast, with a portfolio of nationally recognized brands and a reputation for developing strong hospitality leaders. Our Hilton Garden Inn Oceanfront is a 167-room select service property on the Virginia Beach oceanfront — a high-energy, guest-focused environment where strong operational leaders make a measurable impact every single day.

Our Values — TOP

Everything we do is grounded in Teamwork, Ownership, and Passion. Our Front Office Manager models these values on the floor every day — holding the team to a high standard, taking full ownership of the guest experience and department results, and leading with genuine passion for the craft of hospitality.

Team Structure

• Reports to: Assistant General Manager
• Direct reports: approximately 10 associates
• Team includes: 1 AM Supervisor, Guest Service Agents (GSAs), and a small valet team
• No bell service
  
  

Position Summary

The Front Office Manager is the operational heart of the guest experience at the Hilton Garden Inn Oceanfront. This is a visible, floor-present leadership role — not a back-office position. You will be seen by your team and by guests, setting the tone for service standards, holding associates accountable, and making real-time decisions that protect both the guest experience and the department's financial health.

Reporting to the AGM, you will own the performance of a team of approximately 10 associates across front desk, valet, and supervisory functions. You are responsible not only for day-to-day operations but for the discipline, development, scheduling, and budget compliance that keep the department running at full strength.

What You'll Do

Guest Experience and Floor Presence

• Maintain a strong, visible presence at the front desk during peak periods — leading by example and setting the service standard in real time. This is a Guest-facing role.
• Personally engage with guests throughout the day, proactively resolving concerns before they escalate
• Monitor Hilton Stay Scores and online reviews; implement targeted action plans to drive measurable improvement deliverable to AGM
• Ensure arrivals are seamless — key packets prepared, rooms blocked correctly, VIPs and Hilton Honors members recognized
• Own the readiness of the front desk environment: supplies stocked, key systems functional, workspace organized and guest-ready at all times
  
  

Team Leadership and Accountability

• Lead, schedule, and develop associates including front desk and a valet team
• Administer progressive discipline consistently and fairly — documenting performance issues, issuing corrective action, and following through on accountability in partnership with HR
• Conduct regular performance conversations and coaching sessions; set clear expectations and follow up
• Support onboarding and training of new front office hires to brand and property standards
• Ensure coverage continuity and consistent service delivery across all shifts
  
  

Labor and Financial Management

• Manage front office labor to budget — forecast staffing needs accurately, build schedules that align with occupancy, and adjust in real time to avoid unnecessary overtime
• Monitor and control department expenses including supplies, key inventory, and operational costs; flag variances early and course-correct proactively
• Review daily reports and financial summaries; ensure PEP accuracy and billing integrity across all transactions
• Partner with the AGM on upsell programs and revenue optimization strategies
• Manage front office supply ordering within established par levels and budget guidelines
  
  

Operations and Compliance

• Ensure full compliance with Hilton brand standards, Shamin Hotels policies, and front office SOPs
• Oversee valet operations for safe vehicle handling, accurate ticketing, and smooth guest flow
• Serve as Manager on Duty as assigned, including evenings, weekends, and high-demand periods
• Handle escalated guest situations with professionalism, urgency, and full follow-through
• Responsible for shift coverage, which may include overnight shifts
  
  

Compensation And Benefits

• Competitive salary commensurate with experience
• Health, dental, and vision benefits
• Hilton Team Member travel discount program
• Paid time off
• Growth opportunities across Shamin Hotels' expanding Oceanfront Region
  
  

Shamin Hotels is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.