Front Office Manager - Embassy Suites Milpitas Silicon Valley

Hilton•Milpitas, CA

3d•Onsite

About The Position

Embassy Suites by Hilton Milpitas Silicon Valley is looking for a Front Office Manager! Our all-suites hotel is off I-680, 11 miles from Silicon Valley and San Jose. We’re 10 minutes from the Great Mall and 20 minutes from Levi’s Stadium. Our hotel has 267 suites, over 18,000 square feet of event space with 14 meeting rooms. Do what you love, be part of an awesome team and receive some of the best benefits in hospitality. From a friendly workplace environment to competitive health benefits, career growth opportunities and our Go Hilton travel discount program. As Front Office Manager, you would be responsible for directing and administering Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards: Manage all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly Ensure compliance with Company standards Meet and greet guests and respond to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolves guest concerns Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events Complete audit procedures, as needed Recruit, interview and train team members Work with other departments within the hotel cohesively to ensure our guests are top priority Promote Hilton Honors Loyalty program to guests Lead the hotel's SALT (Service and Loyalty Tracker) scorecard to satisfactory level Be a Front Desk champion

Requirements

minimum one year of hospitality management experience
minimum six months of hotel front desk experience

Nice To Haves

previous Hilton experience is highly preferred

Responsibilities

Manage all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward
Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly
Ensure compliance with Company standards
Meet and greet guests and respond to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolves guest concerns
Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
Complete audit procedures, as needed
Recruit, interview and train team members
Work with other departments within the hotel cohesively to ensure our guests are top priority
Promote Hilton Honors Loyalty program to guests
Lead the hotel's SALT (Service and Loyalty Tracker) scorecard to satisfactory level
Be a Front Desk champion

Benefits

Access to your pay when you need it through DailyPay
Medical Insurance Coverage – for you and your family
Mental Health Resources
Best-in-Class Paid Time Off (PTO)
Go Hilton travel discount program
Supportive parental leave
Matching 401(k)
Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
Debt-free education: Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)
Career growth and development
Team Member Resource Groups
Recognition and rewards programs