Front Office Manager

Overview

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Hilton offers thousands of hotel opportunities across 100 countries and territories. The Front Office Manager is responsible for the strategic management of the Front Office department, following Hilton brand standards, policies and procedures. This role oversees the operation of all Front Desk operations, the Transportation team, Concierge, and the telephone service centre.

What will I be doing?

• Maintain high customer service focus by keeping the customer at the center of the role.
• Be flexible, respond quickly and positively to changing requirements, including performing tasks as requested.
• Maintain a high team focus by cooperating with colleagues to achieve team goals.
• Contribute ideas to enhance operational and environmental procedures in the hotel.
• Actively promote the services and facilities of Hilton hotels to guests and suppliers.
• Seek verbal feedback from customers and team members at every opportunity.
• Have detailed knowledge of Hilton departmental standards, explain the standards to the team, and train each team member with specific job skills checklists related to their responsibilities.
• Assess team members’ performance against standards.
• Monitor standards through regular standards review checks.
• Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
• Communicate effectively with Housekeeping, groups and tours about in-house group catering events, ensuring liaison with group leaders for special requests.
• Plan ahead and ensure adequate resources are available.
• Ensure the shift is reviewed, and handovers and briefings are carried out.
• Maintain in-depth technical knowledge and skills required for the job.
• Establish good communication with the Housekeeping team.
• Create and implement sales promotions and team member incentives as discussed with the Director of Operations.
• Assist the Marcom team with the preparation of event brochures.
• Assist with the annual marketing plan to establish marketing activities aligned with the annual business plan, supported by advertising and promotion budgets from suppliers with support from the Revenue Manager and marcom team.
• Identify, communicate and act on potential sales leads.
• Participate in the development of the annual budget, developing short and long-term financial operating plans.
• Use key monitors and financial targets to evaluate the department’s performance and inform future plans.
• Understand relevant Health & Safety (H&S) legislations and their implications on the operation of the department.
• Communicate to the team their responsibilities within H&S.
• Ensure that safe and healthy working practices are implemented at all times.
• Participate in community public relations for the hotel.

What are we looking for?

A Front Office Manager serving Hilton Brands works on behalf of our Guests and works with other Team Members. To successfully fill this role, you should maintain the attitude, behaviour, skills, and values that follow :

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision is to fill the earth with the light and warmth of hospitality, uniting us as a team to create remarkable experiences every day.

Work Locations

Hilton Burau Bay Langkawi

Schedule

Full-time

Brand

Hilton Hotels & Resorts

Job

Guest Services, Operations, and Front Office

Seniority level

Employment type

Job function

Industries

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