Front Desk Manager

Pyramid Global Hospitality•Naples, FL

23d•Onsite

About The Position

The Front Office Manager is responsible for the daily operation of the Front Office, including Front Desk, Concierge, Bell Services, and PBX/Communications. This position ensures exceptional guest service, operational efficiency, team development, and compliance with Hilton brand standards while supporting the Director of Front Office in achieving departmental goals.

Requirements

Proficiency in Hilton systems including OnQ, Hilton Honors, GRO, Lobby Experience Platform, Stay Experience Platform, and Medallia.
Knowledge of cash handling and audit procedures.

Responsibilities

Manage daily Front Office operations and ensure service standards are consistently achieved.
Oversee arrival, departure, and guest service processes.
Ensure proper room assignment, inventory control, and guest account management.
Coordinate closely with Housekeeping, Engineering, Security, Recreation, Spa, and Food & Beverage.
Supervise Assistant Front Office Managers, Guest Service Managers, Supervisors, and Front Desk Agents.
Conduct training, coaching, and performance evaluations.
Assist with recruitment, scheduling, and staffing plans.
Promote a culture of accountability, engagement, and guest-focused service.
Handle elevated guest concerns and service recovery situations.
Ensure VIP arrivals, special requests, and guest preferences are executed accurately.
Monitor guest satisfaction scores and implement improvement plans.
Maintain a visible presence in the lobby and guest areas.
Maintain proficiency in Hilton systems including OnQ, Hilton Honors, GRO, Lobby Experience Platform, Stay Experience Platform, and Medallia.
Ensure compliance with Hilton brand standards and operational procedures.
Monitor loyalty enrollment and guest recognition programs.
Manage departmental labor productivity and scheduling.
Support room upgrade and upsell initiatives.
Ensure compliance with cash handling and audit procedures.