Front Desk Manager- Hilton Ocala

Meyer Jabara Hotels•Ocala, FL

35d•Onsite

About The Position

Meyer Jabara Hotels has distinguished itself as an employer of choice, attracting innovative and talented hospitality professionals who deliver exceptional results. Our associates are empowered to reach their fullest potential while creating a differentiated guest experience and driving strong hotel performance. The Hilton Ocala is one of four Meyer Jabara properties in Florida. Our beautiful 196-room hotel features six spacious event rooms and a tented outdoor event space, making us a premier destination for weddings, meetings, and special events. We are currently seeking a Front Desk Manager to join our leadership team. The Front Desk Manager is responsible for leading all front-of-house operations and ensuring the highest standards of guest service, operational excellence, and associate engagement. This position oversees Front Desk operations, guest relations, service recovery, training and development, and interdepartmental coordination to create an exceptional guest experience while achieving departmental performance goals.

Requirements

Minimum 3 years of Front Desk experience in a hotel environment required.
Minimum 3 years of management experience required.
Strong verbal and written communication skills in English.
Proficiency in Microsoft Word, Excel, and PowerPoint.
Demonstrated ability to lead teams, resolve guest concerns, and drive operational excellence.

Nice To Haves

Associate degree or equivalent combination of education and experience preferred.
Hilton brand experience preferred.
Spanish or a second language preferred.
Experience in a full-service hotel environment preferred.

Responsibilities

Oversee daily Front Office operations to ensure service excellence and guest satisfaction.
Lead, coach, and mentor Front Office associates and supervisors through a hands-on leadership approach.
Serve as Manager on Duty as assigned.
Maintain compliance with hotel policies, procedures, and Hilton brand standards.
Review room inventory, room blocks, VIP arrivals, and special guest requests.
Monitor Front Desk activities and communication logs to ensure seamless operations.
Ensure departmental budgets, labor goals, and cost-control objectives are achieved.
Deliver exceptional hospitality and lead by example in all guest interactions.
Resolve guest concerns professionally and promptly while identifying opportunities to exceed expectations.
Review guest feedback, compliments, and service recovery efforts to drive continuous improvement.
Ensure guest and associate recognition programs are actively maintained and effective.
Recruit, train, develop, and retain a high-performing Front Office team.
Provide ongoing instruction in hospitality, communication, technical systems, and leadership skills.
Foster a culture built on the Meyer Jabara Journey Philosophy through empowerment, accountability, and associate growth.
Conduct departmental meetings and participate in hotel leadership meetings.
Maintain an open-door environment that promotes engagement and positive associate relations.
Partner closely with Housekeeping and Engineering to coordinate room readiness and guest satisfaction initiatives.
Work with Accounting regarding audits, controls, discrepancies, and Front Office financial procedures.
Ensure associates maintain extensive knowledge of hotel services, local attractions, dining, shopping, transportation, and community events.
Build relationships with local businesses and service providers to support guest needs.
Assist guests with recommendations, reservations, and area information to enhance their stay.