Front Office Manager

The Dual Property Front Office Manager is responsible for managing the day-to-day operations of the Front Office departments at both the Homewood Suites and Hampton Inn properties. This role ensures seamless guest experience, consistent delivery of Hilton brand service standards, and efficient team operations across both properties. The Front Office Manager leads hiring, training, team engagement, and performance while collaborating closely with Housekeeping, Maintenance, and Sales to ensure optimal guest satisfaction and operational alignment.

Essential Duties and Responsibilities:

• Oversee and coordinate front desk operations at both the Homewood Suites and Hampton Inn properties, ensuring alignment with Hilton brand standards.
• Manage staffing levels, including scheduling and payroll approvals, to ensure proper coverage at both hotels without compromising service quality.
• Hire, onboard, train, and coach front office team members for both locations; conduct performance evaluations and administer corrective actions in accordance with HR policy.
• Monitor guest service scores (Stay Experience Platform), Hilton Honors performance, and brand audits; implement action plans to continuously improve guest satisfaction.
• Resolve guest concerns and service recovery cases promptly, professionally, and in line with Hilton's Make It Right service philosophy.
• Ensure proper execution of all check-in/check-out procedures, billing accuracy, and brand-required upsell and enrollment programs.
• Monitor and maintain daily room inventory in collaboration with Sales and Housekeeping teams; assist with group room blocks, early arrivals, and late departures.
• Act as Manager on Duty (MOD) on a rotating basis, representing both properties as necessary.
• Supervise the Night Audit process to ensure timely, accurate financial reporting that aligns with accounting expectations for dual operations.
• Ensure front desk teams are trained and certified in Hilton-required systems such as PEP, ONQ, GRO, R&I, and myLearning.
• Maintain clean, organized, and secure front desk workspaces at both hotels; oversee cash handling and ensure compliance with audit requirements.
• Lead or participate in weekly operations meetings, safety huddles, and employee recognition programs across both teams.

Qualifications:

• Education: High school diploma or equivalent required; college coursework or degree in Hospitality Management preferred.
• Experience: Minimum 3 years of experience in a Front Desk or Guest Services leadership role; dual-brand or multi-property experience preferred.
• Skills and Competencies:
• Strong multitasking ability and time management across dual locations
• Familiarity with Hilton systems (PEP, ONQ, R&I, GRO, etc.)
• Effective communication, team leadership, and guest service skills
• Strong decision-making and conflict resolution ability
• Budgeting and labor cost control experience

We Offer:

• Competitive salary and comprehensive benefits package, including health, dental, and vision insurance and a 401(k) plan.
• Opportunities for advancement within S3 Hotel Group.
• A dynamic work environment committed to employee growth and development.

 

How to Apply: Please submit your resume and interest in the role via email at vgonzalez@s3hotelgroup.com.

 

Hampton Inn and Homewood Suites by Hilton are committed to fostering a diverse work culture and are proud to be equal opportunity employers.