Reporting to the Hotel Manager, The Front Office Manager is responsible for delivering exceptional guest experiences, achieving departmental financial objectives, leading and developing a high-performing team, ensuring Hilton brand compliance, and maintaining efficient front office operations across both brands. This position serves as a key member of the hotel's leadership team and is accountable for measurable operational, financial, and guest satisfaction results.

The ideal candidate is a hands-on leader who thrives in a fast-paced hospitality setting, builds strong teams, drives continuous improvement, and creates memorable guest experiences while maintaining operational excellence.

Key Responsibilities

- Lead the delivery of exceptional guest service and foster a culture where guest satisfaction is the department's primary focus.
- Analyze guest feedback, reviews, surveys, and service recovery trends to identify improvement opportunities and implement corrective action plans.
- Support Hilton Honors enrolment initiatives and team awareness programs.
- Ensure consistent recognition and delivery of benefits for Hilton Honors members.
- Train, motivate, and empower front desk staff to deliver responsive and professional guest assistance
- Oversee all front desk operations, including check-in/check-out, telephone procedures, hotel amenities, and system use
- Monitor daily room inventory and coordinate solutions related to overselling, room availability challenges, VIP arrivals, group arrivals, and special requests.
- Act as Manager on Duty, supporting hotel-wide operations when required
- Partner with the General Manager,



Hotel Manager and Sales team to generate business opportunities, set rate codes, and manage rooming lists
- Ensure accuracy of guest billing, payment processing, refunds, adjustments, cash handling, and financial transactions.
- Assist with Revenue Management functions and actively participate in revenue calls with corporate and brand teams
- Manage HR functions for front desk staff including recruiting, hiring, training, evaluations, and retention efforts
- Establish clear departmental performance expectations and hold team members accountable for results.
- Conduct regular departmental meetings and daily shift briefings to communicate operational priorities, business levels, guest feedback, and performance expectations.
- Ensure effective communication and shift handovers between morning, evening, and overnight teams.
- Foster a positive, inclusive, and engaging workplace culture focused on teamwork, accountability, and professional growth.
- Ensure incidents, accidents, guest concerns, and security matters are documented, escalated, and followed up appropriately.
- Maintain compliance with all company policies, labor regulations, health and safety standards, and Hilton brand requirements.
- Key Performance Indicators include Guest Experience Stay Scores,



Hilton Honors & Brand Compliance, Training Compliance & Financial Performance.

What We’re Looking For

- Proven leadership experience in hotel front office or guest services management
- Strong customer service philosophy and ability to foster a guest-first culture
- Knowledge of revenue management, financial reporting, and hotel operations
- Excellent communication, training, and problem-solving skills
- Experience with Hilton systems and brand standards preferred.
- Familiarity with HR best practices and compliance standards
- Strong guest-service skills and a genuine passion for hospitality.
- Excellent communication, organization, and problem-solving abilities.
- The ability to lead, coach, and inspire a diverse team in a fast-paced environment.
- Ability to remain calm, professional, and solution-oriented during busy service periods.
- Strong attention to detail and a commitment to quality and presentation.
- Flexibility to work a varied schedule, including evenings, weekends, holidays, and occasional extended shifts.
- Proficiency with standard computer applications; experience with a point-of-sale system and hotel or scheduling software is an asset.
- Post-secondary education in Hospitality, Hotel Management, Business, or a related field is considered an asset.

Qualifications:

- Proven leadership experience in hotel front office or guest services management
- Strong customer service philosophy and ability to foster a guest-first culture
- Knowledge of revenue management, financial reporting, and hotel operations
- Excellent commu

📌 Front Office Manager CAN (Canada)
🏢 Concord Hospitality Enterprises
📍 Canada