Job Description
About This Job: As the Front Office Manager at the Hampton Inn and Suites Newark Airport Elizabeth, you are the face of our hotel, ensuring every guest experiences exceptional service from arrival to departure. You lead a team dedicated to creating a welcoming and efficient environment, managing all front office operations to meet and exceed guest expectations. Your role is critical in maintaining our reputation for outstanding hospitality and operational excellence. Job Duties and Responsibilities: Oversees all front office operations, including guest check-in/check-out, reservations, and guest services. Leads , mentors , and trains front office staff to deliver exceptional customer service and achieve performance goals. Manages employee schedules, ensuring adequate staffing levels to meet guest needs and hotel occupancy. Handles guest complaints and resolves issues promptly and efficiently to maintain guest satisfaction. Ensures compliance with all hotel policies, procedures, and brand standards. Monitors and manages room inventory to maximize revenue and occupancy rates. Prepares and analyzes front office reports, identifying trends and areas for improvement. Collaborates with other hotel departments to ensure seamless guest experiences. Maintains a safe and secure environment for guests and employees. Supervises hiring, training, and performance management of front office staff. Directs work assignments and provides ongoing feedback to ensure quality service. Required Qualifications: Education: High school diploma or equivalent required; Bachelor’s degree in Hospitality Management or related field preferred. Experience: Minimum of 3 years of experience in front office operations in a hotel environment. Proven experience in a supervisory or management role. Knowledge/Skills: Strong knowledge of front office management principles and practices. Excellent customer service and guest relations skills. Proficiency in hotel management software, preferably Hilton OnQ . Demonstrated team leadership and employee training abilities. Exceptional conflict resolution and problem-solving skills. Strong communication, interpersonal, and organizational skills. Ability to work flexible hours, including nights, weekends, and holidays. Preferred Qualifications: Experience with Hilton brand standards and procedures. Certification in hospitality management. Physical Requirements/Work Conditions: Ability to stand for extended periods. Ability to lift and carry up to 25 pounds. Work is performed in a hotel environment.