Front Desk Manager – Luxury Hotel

About the role

The Front Desk Manager leads all front desk operations at a premier luxury hotel, ensuring an exceptional first and last impression for guests. This role combines operational oversight with team coaching to deliver Hilton’s high standards of service.

Key responsibilities

• Oversee daily front office activities, guaranteeing smooth guest arrivals and departures.
• Ensure consistent execution of front desk procedures, service rituals and SOPs.
• Coach, mentor and train team members, reinforcing standards and motivating performance.
• Create a positive, service‑driven culture aligned with Hilton hospitality values.
• Conduct regular briefings on service standards, brand values and best practices.
• Monitor lobby presence, engage with guests proactively and resolve issues promptly.
• Handle last‑minute changes such as overbooking, early arrivals or late departures.
• Manage guest complaints efficiently and follow up to ensure satisfaction.
• Promote Hilton Honors benefits and ensure members receive personalized service.
• Identify skill gaps, develop training plans with Learning & Development.
• Analyse guest feedback, online reviews and surveys to drive service improvements.
• Maintain accurate guest profiles in the hotel system.
• Coordinate with Reservations, Commercial, Housekeeping, F&B and Finance for seamless operations.
• Uphold demand‑based pricing strategy and credit policy for all transactions.

Required profile

• Proven experience leading front desk or front office teams in a luxury hotel environment.
• Strong coaching and mentorship abilities with a focus on service excellence.
• Excellent communication skills and a proactive guest‑centric attitude.
• Ability to manage complaints, resolve issues quickly and follow up effectively.
• Knowledge of Hilton standards, SOPs and loyalty program (Hilton Honors).
• Capability to monitor guest feedback and implement improvement initiatives.
• Effective coordination with multiple hotel departments.
• Attention to detail in handling financial transactions and rate integrity.

Required skills