Front Desk Manager

DoubleTree•South Bend, IN

5d•Onsite

About The Position

At DoubleTree by Hilton South Bend, the Front Office is the heartbeat of the guest experience. We are seeking a polished, service-driven Front Office Manager who brings strong Hilton experience, a passion for guest satisfaction, and a proven ability to lead high-performing teams. This role is ideal for a hospitality leader who thrives in a full-service environment, understands the direct impact of SALT scores and guest engagement, and leads from the front—visible, proactive, and solution-focused.

Requirements

Minimum 4 years of progressive hotel experience or related field OR 2–4 year degree with at least 1 year of related experience OR 2-year degree with 2+ years of related experience
Previous supervisory experience required
Hilton experience strongly preferred
Full-service hotel experience highly preferred
Proficiency in Microsoft Word and Excel
Experience with OnQ, PEP, and Delphi preferred
Strong understanding of front office systems and reporting
Valid driver’s license required
Long hours may be required based on business demands
Light work: exerting up to 20 pounds of force occasionally
Up to 10 pounds of force frequently or constantly
Ability to lift, carry, push, pull, or move objects as needed
Ability to stand and remain active for the entire shift
Ability to communicate clearly and professionally with guests and team members
Strong decision-making skills in fast-paced environments
Ability to multitask and meet deadlines consistently
Skilled in anticipating, preventing, and resolving operational challenges
Ability to interpret and act on financial and operational data
Strong listening skills with the ability to resolve guest and employee concerns effectively

Nice To Haves

Proven ability to improve guest satisfaction scores
Strong Hilton brand knowledge and service culture mindset
Hands-on leadership style with strong floor presence
Ability to lead through change and hold teams accountable
Passion for hospitality and developing others

Responsibilities

Lead the Front Office team in delivering exceptional guest experiences
Drive and improve guest satisfaction scores (SALT) and service metrics
Respond to guest concerns, complaints, and service recovery situations promptly
Ensure a warm, welcoming, and personalized arrival experience for every guest
Maintain strong lobby presence during peak times
Recruit, interview, train, and develop Guest Services team members
Motivate, coach, counsel, and discipline team members as needed
Foster a positive, service-driven culture aligned with Hilton standards
Ensure team appearance, professionalism, and engagement standards are met
Oversee daily Front Office operations including arrivals, departures, and group movements
Manage scheduling, payroll, and labor productivity
Monitor room revenue, occupancy, and forecasting
Review reports including flash reports, house counts, and rate variances
Ensure accuracy in cash handling, billing, and audit processes
Ensure compliance with Hilton and AFP Management standards
Support Hilton Honors and guest recognition programs
Maintain communication with Housekeeping, Sales, Engineering, and Accounting
Monitor VIP arrivals, special requests, and room assignments
Participate in Manager on Duty (MOD) program
Maintain front desk and lobby presence during high-volume periods
Oversee guest messaging, packages, and mail delivery
Ensure proper key control, lost and found procedures, and safety compliance
Monitor room statuses including out-of-order and discrepant rooms
Assist in revenue forecasting and merchandising strategies
Attend required meetings and provide ongoing team training