Front Office Manager | Select Service | Hilton Garden Inn

SHAMIN HOTELS MASTER•Virginia Beach, VA

3d•$52,000 - $55,000•Onsite

About The Position

The Front Office Manager is the operational heart of the guest experience at the Hilton Garden Inn Oceanfront. This is a visible, floor-present leadership role — not a back-office position. You will be seen by your team and by guests, setting the tone for service standards, holding associates accountable, and making real-time decisions that protect both the guest experience and the department's financial health. Reporting to the AGM, you will own the performance of a team of approximately 10 associates across front desk, valet, and supervisory functions. You are responsible not only for day-to-day operations but for the discipline, development, scheduling, and budget compliance that keep the department running at full strength.

Requirements

Minimum 2 years of hotel front office supervisory or management experience — select service background preferred
Demonstrated experience administering progressive discipline and managing employee performance documentation
Proven ability to manage labor to budget — building schedules, forecasting, and controlling overtime in a cost-conscious environment
Hands-on, floor-present leadership style — this is not a desk role; you will be visible, available, and engaged with both team and guests
Strong operational follow-through: supplies managed, key packets prepared, front desk readiness owned without reminders
Hilton brand experience and familiarity with Hilton Honors strongly preferred
Proficiency with PEP or a comparable hotel PMS
Strong guest recovery skills — calm, solutions-oriented, and empowered to act
Flexible availability including evenings, weekends, and holidays
Strong written and verbal communication; ability to partner effectively across departments
High school diploma or equivalent required

Nice To Haves

hospitality or business degree a plus

Responsibilities

Maintain a strong, visible presence at the front desk during peak periods — leading by example and setting the service standard in real time. This is a Guest-facing role.
Personally engage with guests throughout the day, proactively resolving concerns before they escalate
Monitor Hilton Stay Scores and online reviews; implement targeted action plans to drive measurable improvement deliverable to AGM
Ensure arrivals are seamless — key packets prepared, rooms blocked correctly, VIPs and Hilton Honors members recognized
Own the readiness of the front desk environment: supplies stocked, key systems functional, workspace organized and guest-ready at all times
Lead, schedule, and develop associates including front desk and a valet team
Administer progressive discipline consistently and fairly — documenting performance issues, issuing corrective action, and following through on accountability in partnership with HR
Conduct regular performance conversations and coaching sessions; set clear expectations and follow up
Support onboarding and training of new front office hires to brand and property standards
Ensure coverage continuity and consistent service delivery across all shifts
Manage front office labor to budget — forecast staffing needs accurately, build schedules that align with occupancy, and adjust in real time to avoid unnecessary overtime
Monitor and control department expenses including supplies, key inventory, and operational costs; flag variances early and course-correct proactively
Review daily reports and financial summaries; ensure PEP accuracy and billing integrity across all transactions
Partner with the AGM on upsell programs and revenue optimization strategies
Manage front office supply ordering within established par levels and budget guidelines
Ensure full compliance with Hilton brand standards, Shamin Hotels policies, and front office SOPs
Oversee valet operations for safe vehicle handling, accurate ticketing, and smooth guest flow
Serve as Manager on Duty as assigned, including evenings, weekends, and high-demand periods
Handle escalated guest situations with professionalism, urgency, and full follow-through
Responsible for shift coverage, which may include overnight shifts