Front Desk Manager

About the role

The Front Desk Manager leads the daily operations of the front desk at a 5‑star Hilton property, ensuring an exceptional guest experience from arrival to departure. Reporting to the Assistant Front Office Manager, this role provides visible leadership in the lobby and drives operational excellence.

Key responsibilities

• Manage daily front desk operations, arrivals, departures, billing, key control and coordination with other departments.
• Deliver exceptional guest service, handle complaints, service recovery and VIP recognition.
• Lead the Lobby Host program and proactively engage guests.
• Monitor and respond to guest communications via Kipsu and ensure timely follow‑up.
• Oversee HotSOS requests, ensuring prompt resolution and escalation when needed.
• Support Hilton Honors enrollment, member engagement and personalized experiences.
• Track guest satisfaction results, identify improvement opportunities and implement corrective actions.
• Drive room upgrades and upselling opportunities to meet revenue targets.
• Ensure compliance with Hilton brand standards, SOPs, cash handling and billing procedures.

Required profile

• Previous front desk supervisory or management experience in a 4‑ or 5‑star hotel.
• Strong knowledge of front office operations and Hilton OnQ system.
• Excellent guest service, communication and leadership skills.
• Problem‑solving, decision‑making and commercial awareness.
• Ability to manage multiple priorities in a fast‑paced environment.
• Professional appearance, grooming standards and flexibility to work shifts, weekends and holidays.

Required skills

• Hilton OnQ
• Kipsu digital communication platform
• HotSOS operational follow‑up system
• Cash handling and billing procedures
• Key control and security protocols