Front Office Manager

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

As a Front Office Manager at Hart Shoreditch Hotel, Curio Collection, you're not just supervising daily front office operations during the night - you're spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here's what you'll do during a typical day

As Front Office Manager, you will be managing the Front Office Team to ensure that Team Members are prepared and well informed to deliver Guests an exceptional experience from check-in through check-out. A Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Oversee the entire Front Office operation to maintain high standards
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
• Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
• Set departmental objectives, work schedules, budgets, policies, and procedures.
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
• Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
• Maintain good communication and working relationships with all hotel departments
• Complete the schedules/rota for Front Office and monitor staffing levels to meet cover business demands
• Resolve staff performance issues in compliance with company policies and procedures.
• Recruit, manage, train and develop the Front Office team.
• Conduct annual Appraisals with Team Members and performance reviews.
• Comply with hotel security, fire regulations and all health and safety legislation
· Have knowledge of and implement company policy and procedures with regards to FO in order to satisfy internal and external audit requirements. Regularly reviewing and updating Standard Operating Procedures.
• Act in accordance with policies and procedures when working with front of house equipment and property management systems

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.