Job Description
The Hilton Concord hotel boasts stunning views of California’s Mount Diablo. We’re exquisitely located in San Francisco’s East Bay Area. You’ll find a warm, inviting, and contemporary design in our modern, pet-friendly hotel. Our guests have the advantage of a wide spectrum of amenities including 20,000 square feet of event space, delicious dining options, and appealing amenities in our beautiful rooms and suites.
What are we looking for?
Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these 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
In addition, we look for the demonstration of the following key attributes:
- Quality
- Productivity
- Dependability
- Customer Focus
- Adaptability
FRONT OFFICE MANAGER
1. Assist in the direction and administration of all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
2. Monitors, reconciles and communicates accurate occupancy information to all hotel departments
3. Ensure proper staffing and scheduling of all Front Office employees in accordance to productivity and occupancy guidelines
4. Prepare employee schedules according to business forecast, payroll budget guidelines and productivity requirements
5. Fills in at the Front Desk during busy periods, provides rest/meal breaks as needed and/or when staffing needs dictate
6. Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
7. Assist in monitoring and developing team member performance to include, but not limited to, providing supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and reward
8. Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly
9. Oversee the VIP process to include, but not limited to, reviewing VIP reservations, administering amenity orders, managing resumes for incoming guests and groups, updating inventory in the system, monitoring special requests and overseeing rate changes on in-house guests
10. Initiate and implement marketing up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
11. Ensure team members have current and accurate knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
12. Run and complete daily reports, analyze data and make decisions based on data
13. Resolve guest issues and concerns to guest satisfaction
14. Recruit, interview and train team members
15. Motivate, coach, counsel and discipline all Front Office personnel according to Company guidelines
16. Communicate effectively with Housekeeping to ensure operations are meeting Hilton and Brighton Management service expectations
17. Attend BEO, departmental meetings and Associate events as required
18. Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
19. Ensure that no-show revenue is maximized through consistent and accurate billing
20. Work with housekeeping to review and resolve any issues with room status discrepancies on a daily basis
21. Assist in preparation of revenue and occupancy forecasting
22. Ensure correct and accurate cash handling at the Front Desk
23. Review for approval all allowances made by GSA’s on a daily basis
24. Establish and maintain key control system
25. Manage sales, inventory and profit margin of hotel Gift Shop
26. Monitor and track all complimentary rooms for validity and GM approval
27. Review daily Front Office work and activity reports generated by Night Audit
28. Review Front Office daily log and Guest Request log on a daily basis
29. Flexibility to work up to 7 days a week including weekends and holidays as business needs dictate
30. Be continually alert for the safety of all employees and guests, reporting any unsafe conditions to the Manager on Duty or Human Resources
31. Maintain a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate
32. Meet and exceed guest and team member expectations by providing excellent service and teamwork
33. Keep General Manager promptly and fully informed of all problems or unusual matters of significance
34. Perform all other duties and responsibilities in a timely and efficient manner as requested/assigned by a member of hotel management in accordance with established company policies and procedures to achieve the overall objectives of this position
OTHER DUTIES:
Assimilate into The Hilton culture through understanding, supporting, and participating in all elements of Blue Energy. Demonstrate working knowledge of the service standards.
Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of the position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the department.
SAFETY REQUIREMENTS:
Wear Personal Protective Equipment (PPE) as required by law/management when performing work duties that have the potential of risk to your health or safety:
Work safely according to standard operating procedures.
SPECIFIC JOB KNOWLEDGE, SKILL, AND ABILITY:
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
QUALIFICATION STANDARDS
EDUCATION:
A combination of education and experience equivalent to graduation from college, or any other combination of education, training or experience that provides the required knowledge, skills, and abilities, also is acceptable.
EXPERIENCE:
Previous hospitality experience required. At least 5 years of experience as a Front Office Manager within a full-service hotel environment.
GROOMING:
All team members must maintain a neat, clean and well-groomed appearance (specific standards available).
Job Type: Full-time
Pay: From $72,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 10 hour shift
- Day shift
- Holidays
- Night shift
- Weekend availability
Experience:
- Hilton Front Office Manager: 5 years (Required)
Work Location: In person
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