Manager Front Office

Hilton Grand Vacations•Myrtle Beach, SC

11d

About The Position

The Manager Front Office leads and coordinates the front desk and night audit functions to provide outstanding owner and guest service. The role is responsible for the overall operation of the hotel during the night shift, including guest satisfaction and safety, and serves as a key liaison among departments to support communication, teamwork, and service standards. The manager is visible and interactive with guests and owners throughout public areas, regularly assesses resort quality and safety, responds to feedback and complaints, and seeks to resolve potential service issues proactively. The position also supports team members through training, recognition, and hands-on coverage of front desk and night audit duties when needed. Responsibilities include inspecting VIP rooms and public areas, welcoming VIP guests, coordinating responses to substandard conditions, and ensuring vacant rooms are assigned for cleaning when a potential sell-out exists.

Requirements

Associate's degree, college diploma, or proven experience.
3–5 years of related experience.
2 or more years of supervisory experience.

Responsibilities

Lead and coordinate the front desk and night audit functions to ensure outstanding owner and guest services.
Oversee hotel operations during the night shift, ensuring guest satisfaction and safety.
Make critical decisions affecting guest satisfaction and the safety of the hotel, team members, and guests.
Act as a key liaison between departments to promote communication, teamwork, and encouragement.
Remain visible and interact with guests and owners in public areas to support a positive guest experience.
Routinely assess resort areas for cleanliness, staff attentiveness, lighting, and safety.
Address guest feedback, complaints, and disputes, providing immediate recovery solutions whenever possible.
Proactively resolve potential guest issues and service barriers.
Identify process improvements and guest service enhancements and advise department management.
Build rapport with team members and empower, recognize, and reward exemplary service.
Handle guest issues and emergencies.
Relieve front desk and night audit staff when needed.
Coordinate and conduct training for incoming and existing resort employees to ensure quality standards and policies are met.
Inspect VIP rooms before arrival and greet and escort VIPs to their rooms.
Ensure guest needs are met and standards of conduct and efficiency are followed.
Inspect public areas daily and coordinate prompt responses to substandard conditions with the appropriate department.
When a potential sell-out exists, ensure vacant rooms are assigned to a Housekeeper for cleaning.
Coordinate additional needs with the Guest Service Manager.
Carry out reasonable requests from management that the employee can perform.