Guest Operations Manager (Front Office)

Job description

The Guest Operations Manager will primarily oversee Front Office (FO) operations, with some responsibility for Food & Beverage (F&B) services, ensuring smooth and efficient operations across all areas while consistently delivering exceptional guest experiences.

Responsibilities

Operational Oversight

• Manage daily operations of the FO and F&B Services to ensure smooth and efficient service, meeting Hilton's standards for guest satisfaction and service quality.

Staff Management & Training

• Supervise, recruit, and train staffs. Conduct regular performance evaluations, provide coaching, and ensure compliance with Hilton’s service standards.

Guest Satisfaction

• Address guest inquiries, complaints, and feedback professionally and promptly to ensure high levels of guest satisfaction and loyalty.

Budget Management

• Assist the Hotel Operations Manager in managing departmental budgets, implementing cost-control measures, and optimizing operational efficiency while maintaining service excellence.

Quality Control

• Ensure that cleanliness, safety, and service standards are consistently met across all departments. Perform regular inspections and audits to ensure compliance with Hilton standards and regulations.

Cross-Department Coordination

• Work closely with housekeeping, maintenance, and other departments to ensure seamless operations and efficient guest service across the hotel.

Reporting & Performance Monitoring

• Prepare and present regular reports on departmental performance, guest satisfaction, and key metrics to the Hotel Operations Manager.

Qualifications

• 3-5 years of experience in manager or supervisor role at Front Office.
• Strong leadership skills, with the ability to manage and motivate teams.
• Excellent communication and problem-solving abilities.
• Knowledge of budgeting, cost control, and operational efficiency.

Qualifications

• Bachelor’s degree in hospitality management or related field preferred.