Front Office Manager

Job description

A Front Office Manager supervises the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out.

What will I be doing?

As Front Office Manager, you will oversee the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. 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
·  Monitor staffing levels to meet cover business demands
·  Conduct monthly communication meetings and produce minutes
·  Manage staff performance issues in compliance with company policies and procedures
·  Recruit, manage, train and develop the Front Office team
·  Comply with hotel security, fire regulations and all health and safety legislation
·  Act in accordance with policies and procedures when working with front of house equipment and property management systems
·  Assist with other departments, as necessary
·  Focus the team on hospitality and customer service.
·  Ensure regular communication meetings are held across all areas of the Front Office Department.
·  Implement a comprehensive training plan within the Front Office to develop all team members to their full potential.
·  Fulfil responsibilities related to team members, including employee engagement, performance evaluations, and disciplinary processes.
·  Ensure all Front Office team members are aware of room revenue targets and are regularly informed of performance results.
·  Actively encourage selling and up-selling initiatives at the Front Office.
·  Communicate hotel enrolment targets, implement procedures, and motivate the team to achieve these targets.
·  Maintain a high level of communication between the Front Office and all other hotel departments.
·  Supervise daily operations, ensuring standards are consistently applied and maintained.
·  Ensure a consistently high standard of presentation is maintained for both the department and team members.
·  Administer programs in accordance with Hilton standards.
·  Review daily reports to ensure systems are being operated in line with company policies and procedures.

What are we looking for?

Front Office Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

·  University graduate (preferably in Tourism, Hospitality, or Business Administration)
·  Previous, relevant experience as a Front Office Manager in the hotel sector for 3 years
·  Excellent command of Turkish & English
·  High level of IT proficiency
·  Experience of managing people and developing people
·  Excellent leadership, interpersonal and communication skills
· 
Commitment to delivering a high level of customer service

 

·  Ability to work on your own and as part of a team

What's in it for me?

·  Career and development opportunities in Hilton Hotels Worldwide
·  Competitive Salary & Wages
·  Private Health Insurance
·  “Go Hilton” - discounted room rates in Hilton Hotels Worldwide for yourself and your family members & friends
·  Indoor Parking Privileges 
·  Complimentary Dry Cleaning for Business Attire
·  Monthly Transportation Fee
·  Complimentary Shuttle Bus 
·  50% discount on personal food & beverage consumption in the sister hotels. 
·  Extended nursing hours of 1,5 hours until the baby reaches to 18 months (for newly born mothers)
·  14 days paid paternity leave
·  Opportunity to make a positive impact on environment and community with Travel with Purpose program

Specifically, we look for demonstration of these Hilton Values:

·  Hospitality  - We're passionate about delivering exceptional guest experiences.
·  Integrity  - We do the right thing, all the time.
·  Leadership  - We're leaders in our industry and in our communities.
·  Teamwork  - We're team players in everything we do.
·  Ownership  - We're the owners of our actions and decisions.
·  Now  - We operate with a sense of urgency and discipline

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 travelers 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 “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!