Hilton Anchorage is seeking an experienced and service-oriented Front Office Manager to lead the daily operations of our Front Office. The ideal candidate is a strong leader who thrives in a fast-paced, high-volume environment and is passionate about delivering exceptional guest experiences while developing a high-performing team.
The Front Office Manager oversees Front Desk, Guest Services, PBX, Bell Services, and Rooms Coordination, ensuring efficient operations, guest satisfaction, and compliance with Hilton brand standards.
Responsibilities:
- Lead the daily operations of the Front Office, including Front Desk, Bell Services, PBX, and Guest Services.
- Ensure exceptional guest service throughout the arrival, stay, and departure experience.
- Recruit, train, coach, and develop Front Office team members.
- Create schedules and manage labor to meet operational and financial goals.
- Resolve guest concerns and service recovery situations professionally and promptly.
- Monitor room inventory, occupancy, room assignments, and daily arrivals/departures.
- Coordinate closely with Housekeeping, Engineering, Sales, Security, and Food & Beverage to ensure seamless hotel operations.
- Manage VIP arrivals, airline crew accommodations, group arrivals, and special requests.
- Ensure compliance with Hilton brand standards, safety procedures, and company policies.
- Monitor departmental performance through guest satisfaction scores, service metrics, productivity, and quality assurance standards.
- Conduct daily pre-shift meetings and communicate operational priorities.
- Review reports including occupancy forecasts, revenue reports, arrivals, departures, and guest feedback.
- Support revenue optimization through room inventory management and upselling initiatives.
- Assist with budgeting, payroll, forecasting, and departmental expense control.
- Maintain a safe, positive, and professional work environment.
Qualifications:
- Minimum 3–5 years of hotel Front Office experience.
- Previous supervisory or management experience preferred.
- Experience with Hilton systems (OnQ, PEP, or equivalent PMS) preferred.
- Strong leadership, coaching, and team development skills.
- Excellent guest service and conflict resolution abilities.
- Strong organizational and time management skills.
- Ability to work in a fast-paced, high-volume environment.
- Excellent verbal and written communication skills.
- Proficient in Microsoft Office Suite.
- Flexible schedule, including evenings, weekends, and holidays.