Description

The Hilton Boca Raton Suites is currently looking for an experienced Front Office Manager who will lead the department in providing the highest level of customer service Hilton customers expect, while generating maximum revenue for the department. Responsible for the overall operations of the Front Office Department.

JOB DUTIES:

• Manages the day to day operations of the front office ensuring 100% guest satisfaction. Upholding and establishes standards, policies and procedures of hotel and brand.
• Handles escalated guest complaints and requests as needed while also encouraging empowerment.
• Resolves issues in a manner satisfactory to both guest and hotel while optimizing revenue.
• Assist front office staff with duties when necessary to provide excellent guest services.
• Acts as a working Front Office Manager to cover shifts and handles all matter concerning the staff, security and well-being of hotel guests and team members.
• Holds pre-shift meetings reviewing occupancy, guest/group needs and possible various departmental challenges.
• Monitors performance of team members and provide feedback with positive reinforcement or corrective measure, documenting in a timely manner. Address team member issues and resolve problems.
• Maintain efficiency in the operations of the staff in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and hotel.
• Have a thorough knowledge of the hotel fire regulations, policies and procedures, accident reports, safety programs and what direct duties are in relations to each; ensure that all team members are properly trained in these situations.
• Responsible for the interviewing, hiring, training all new hires, and ongoing training of existing team members, performance appraisals, disciplinary actions, scheduling and payroll of department.
• Conducting department meeting and attends inter-departmental meetings when needed.
• Works with Sales and Housekeeping regarding guests and groups.
• Communicate daily with department managers on pass along pertinent information.
• Completes weekly, monthly and annual reports as needed.
• Responsible for the financial performance and budget of department.
• Attend and participate in brand webinars to ensure hotel compliance to brand standards.

JOB REQUIREMENTS:

• Must have at least 2 year of Front Office Management experience, preferably at a Hilton Hotel
• Associate’s Degree (AA) or equivalent from 2 year college or technical school with focus in hospitality management; or 2 years plus in Front Office Management experience in hotels
• Must be able to work Saturday, Sundays and Holidays
• Must be able to work a flexible schedule of AMs and PMs
• Hours required 40-45 per week; days and times based on business demands
• Outstanding Guest Service Skills
• Excellent written and oral communication skills
• Ability to lead and take ownership in operations and guest satisfaction of the front office
• Experience with OnQ and/or PEP, preferred

Qualified candidates must meet company required background, credit check and drug testing.

BENEFITS:

• Vacation, Sick and Holiday Pay
• 401(k) with company match of 4%
• Medical, Dental, Vision and Life Insurance
• Short and Long Term Disability
• Critical Illness, Hospital and Accident Insurance
• Hilton Team Member Travel Discounts

Hilton Boca Raton Suites is an Equal Opportunity Employer. All qualified applicants and employees will receive consideration for employment without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. If you need accommodation for any part of the application process because of a medical condition or disability, please send an email to Elizabeth.levin@hiltonboca.com or call 561.852.4007to let us know the nature of your request.

Qualifications

Skills

• Problem Solving (Expert)
• ONQ (Expert)
• Employee Relations (Advanced)
• Detail Oriented (Advanced)
• Customer Service (Expert)
• Critical Thinking (Expert)
• Conflict Resolution (Advanced)

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.