Hilton Virginia Beach Oceanfront | Full Service - Front Office Manager

SHAMIN HOTELS MASTER • Virginia Beach, VA

3d • $58,000 - $65,000 • Onsite

About The Position

The Front Office Manager leads the largest guest-facing department at the Hilton Virginia Beach Oceanfront — a full-service, high-volume oceanfront property managed by Shamin Hotels. This role owns the complete guest arrival-to-departure experience across three functions: front desk, bell service, and valet. This is a department head role with real accountability — for your people, your numbers, and your guests.

Requirements

• 2+ years of hotel front office management experience at a full-service or select-service property; experience with bell and/or valet operations strongly preferred
• Demonstrated ability to manage multi-function teams of 15+ hourly employees across different service functions
• Proficiency with property management systems; Hilton PEP or comparable platform experience preferred
• Paycom or comparable HRIS experience for scheduling, timekeeping, and performance documentation
• Strong working knowledge of labor management, scheduling to forecast, and cost-per-occupied-room metrics
• Track record of developing hourly supervisors and building accountable, high-performing team cultures
• Familiarity with Hilton brand audit standards and loyalty program protocols preferred; major full-service brand experience in any flag considered
• Availability to work Thursday through Sunday as a core schedule requirement in season; this is a peak-season oceanfront property and weekend presence is non-negotiable at this level. (AGM also supports weekend coverage at this property)
• Ability to work in varying outdoor conditions to support valet and stand for extended periods; valid driver's license required

Nice To Haves

• Bilingual English/Spanish a plus
• Bachelor's degree in Hospitality Management or related field preferred; equivalent combination of education and experience considered

Responsibilities

• Own the full guest arrival sequence from the valet lane to the front desk
• Establish and enforce SOPs for front desk, bell, and valet; review quarterly
• Manage the upsell program with team targets, shift tracking, and recognition
• Ensure Hilton loyalty recognition and elite guest handling standards are met
• Own service recovery within department authority; escalate appropriately
• Review GSS scores and guest feedback weekly; translate into team coaching
• Manage PMS, key systems, and reservation queues
• Maintain room inventory accuracy with Housekeeping and Revenue Management
• Oversee cash handling, safe accountability, and audit compliance for front desk and valet
• Own vehicle damage claim documentation, communication, and resolution
• Manage key control and vehicle security protocols for valet operations
• Build weekly schedules for front desk, bell, and valet aligned to occupancy and labor budget
• Manage hiring, onboarding, and 30/60/90 development plans in partnership with HR
• Oversee seasonal staffing strategy including the seasonal supervisor role (May–October)
• Maintain brand training certification compliance across all three functions
• Conduct performance reviews and ongoing coaching for all direct reports
• Manage overtime, call-outs, and open shift coverage proactively
• Develop two front desk supervisors and one valet supervisor as your direct bench
• Lead pre-shift briefings and real-time floor coaching
• Partner with HR on performance management and employee relations matters
• Build a team culture of ownership, accountability, and genuine hospitality

Benefits

• Full benefits package: medical, dental, vision, PTO
• Hilton Team Member travel discounts
• Clear organizational structure with an experienced AGM
• Real authority to shape and elevate a department with local payroll, accounting & HR for support
• Career growth within a rapidly expanding regional portfolio — Shamin Hotels' Oceanfront Region is projected to add multiple properties by 2027

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED