Front Desk Manager

Job Title: Front Desk Manager

Location: DoubleTree Suites by Hilton – Mount Laurel, NJ

Job Type: Full-Time-Onsite

Job Summary:

The Front Desk Manager plays a crucial role in ensuring a seamless guest experience at Newly Renovated DoubleTree Suites by Hilton – Mount Laurel. This position oversees the daily operations of the front desk, ensuring efficient check-in and check-out processes, managing guest relations, and leading a team of front desk associates. The ideal candidate will be a hospitality professional with strong leadership skills, excellent communication abilities, and a passion for delivering exceptional service.

Key Responsibilities:

Guest Services & Experience:

Ensure smooth and efficient check-in and check-out processes.

Provide exceptional customer service, addressing guest inquiries, concerns, and special requests promptly.

Handle guest complaints and conflict resolution with professionalism and empathy.

Maintain a welcoming and professional atmosphere at the front desk.

Team Leadership & Training:

Recruit, train, and supervise front desk associates, ensuring adherence to Hilton brand standards.

Conduct regular performance evaluations, coaching team members for professional growth.

Develop and implement customer service training programs to enhance guest satisfaction.

Foster a positive and collaborative work environment.

Operations & Administration:

Oversee daily front desk operations, ensuring efficiency and accuracy in reservations and billing.

Monitor room availability, rates, and occupancy levels to maximize revenue.

Ensure compliance with hotel policies, procedures, and Hilton brand standards.

Maintain accurate records of guest transactions, payments, and financial reports.

Coordinate with housekeeping, maintenance, and other departments to ensure seamless operations.

Sales & Revenue Management:

Assist in upselling hotel services and amenities to enhance guest experience and revenue.

Work closely with the sales and marketing team to promote special packages and events.

Monitor market trends and competitor activities to adjust pricing strategies.

Technology & Systems Management:

Utilize hotel management software to track reservations, guest preferences, and performance metrics.

Ensure proper handling of billing, payments, and cash transactions.

Maintain security protocols for guest data and financial transactions.

Qualifications:

Bachelor’s degree in Hospitality Management or related field (preferred).

3+ years of experience in hotel front desk operations or management.

Strong leadership and problem-solving skills.

Excellent communication and interpersonal abilities.

Proficiency in hotel management software and reservation systems.

Ability to work in a fast-paced, guest-focused environment.

Benefits:

Competitive salary and performance-based incentives.

Comprehensive health, dental, and vision insurance.

Hilton employee discounts and perks.

Professional development and career growth opportunities.