Front Desk Manager

Remington Hospitality•El Paso, TX

About The Position

The DoubleTree by Hilton El Paso Downtown is seeking an experienced, customer-focused, and results-driven Front Desk Manager to oversee the daily operations of the Front Office Department. The role is responsible for exceptional guest service, maintaining Hilton brand standards, supervising and developing front desk employees, and efficient daily operations. The ideal candidate leads by example, promotes teamwork and accountability, and helps ensure every guest receives a welcoming and positive experience.

Requirements

Minimum of 2–3 years of hotel front desk experience.
Previous supervisory or management experience in hotel operations.
Strong leadership, communication, and interpersonal skills.
Knowledge of hotel property management systems (PMS).
Experience managing schedules, payroll, and employee performance.
Strong problem-solving and conflict-resolution abilities.
Strong organizational skills and attention to detail.
Excellent communication and follow-through.
Ability to work flexible schedules, including weekends and holidays, as needed.
Ability to multitask and work effectively in a fast-paced hospitality environment.

Nice To Haves

Hilton brand experience.

Responsibilities

Oversee daily front desk operations and efficient check-in and check-out procedures.
Ensure front desk employees follow hotel policies, procedures, and Hilton brand standards.
Monitor room assignments, reservations, guest requests, and special accommodations.
Ensure appropriate handling of guest complaints, service recovery, and escalated situations.
Maintain accurate shift reports, pass-on logs, and departmental records.
Coordinate with Housekeeping, Maintenance, Sales, and other departments to support smooth hotel operations.
Monitor occupancy, room availability, and front desk performance.
Supervise, train, coach, and develop front desk employees.
Prepare and manage employee schedules according to business demands.
Conduct regular team meetings and communicate departmental expectations.
Address employee performance concerns promptly and follow established HR disciplinary procedures.
Promote accountability, teamwork, professionalism, and a positive working environment.
Ensure new employees receive proper onboarding and job training.
Monitor attendance, punctuality, productivity, and overall employee performance.
Ensure guests receive outstanding customer service throughout their stay.
Monitor guest feedback, online reviews, and Hilton guest satisfaction scores.
Resolve guest complaints professionally and in a timely manner.
Identify opportunities to improve the guest experience and departmental performance.
Maintain a visible management presence in the lobby and front desk area.
Review daily front desk transactions and reports.
Monitor front desk payroll, overtime, and employee timecards for accuracy.
Ensure proper billing, payment processing, and account reconciliation.
Monitor departmental expenses and identify opportunities to improve efficiency.
Ensure accurate documentation and communication between shifts.
Maintain compliance with hotel policies and operational procedures.