Front Office Manager - Franchise

Waldorf Astoria Kuwait•United States,

25d•Onsite

About The Position

Hotel Bourré Bonne is seeking an experienced, service-focused Front Office Manager to lead the Front Desk, Concierge, and Night Audit teams. The manager is expected to maintain an active presence in guest-facing areas, coach associates through daily guest interactions, and ensure consistent delivery of the hotel’s luxury boutique service standards. Reporting to the Director of Operations, the Front Office Manager owns daily front office operations, team development, guest satisfaction, and departmental accountability. The role includes coordinating with other hotel departments, managing staffing and labor, addressing guest feedback and performance concerns, and ensuring compliance with operational procedures. The hotel is owned and operated by an independent franchisee, which controls employment practices and any compensation or benefits; the employee would be employed by the franchisee, not Hilton.

Requirements

Prior hotel front office management experience.
Demonstrated success training teams, managing performance, and resolving guest concerns.
Excellent communication, organization, and problem-solving skills.
A professional, approachable leadership style and willingness to support the team directly.
Accountability for service standards, accurate billing, and operational follow-through.
Open availability, including mornings, evenings, weekends, holidays, and overnight coverage as business needs require.

Nice To Haves

Full-service, upscale, or luxury hotel experience is strongly preferred.
Working knowledge of hotel property management systems; Hilton PEP and Hilton Honors experience preferred.

Responsibilities

Lead daily Front Desk, Concierge, and Night Audit operations, including arrivals, departures, and shift transitions.
Maintain a visible presence in guest-facing areas, particularly during peak arrival and departure periods.
Train and coach associates on professional communication, guest recognition, reservation accuracy, billing, telephone etiquette, and service recovery.
Oversee onboarding and ongoing training, confirming associates can independently perform their responsibilities.
Lead daily arrivals and Hilton Honors huddles covering VIPs, elite members, repeat guests, celebrations, special requests, and service concerns.
Ensure accurate guest profiles, room assignments, payment processing, rate package fulfillment, and shift documentation.
Handle guest concerns empathetically and with sound judgment; document resolutions and compensation, and ensure timely follow-up.
Strengthen team knowledge of Hilton Honors benefits, hotel amenities, and opportunities to enhance the guest experience.
Coordinate with Housekeeping and Engineering to address room readiness and guest needs.
Prepare schedules based on business demand, manage labor and overtime, and provide operational coverage when needed.
Review guest feedback, identify recurring concerns, and implement measurable improvements.
Address performance concerns promptly and consistently in partnership with the Director of Operations and Human Resources.
Ensure associates follow established safety, security, cash-handling, and escalation procedures.