Front Office Manager - Hilton Des Moines

Job Description – Front Office Manager – Hilton Des Moines Downtown (HOT0

CCCT)

Hilton Des Moines Downtown, 435 Park Street, Des Moines 50309

The Hilton Des Moines is currently seeking a Front Office Manager to lead our Front Desk operation. The Hilton Des Moines is a 330 room hotel located next to the Iowa Event Center. The hotel offers over 14000 sq ft of event space, pool, fitness center, Lobby Bar and our in-house restaurant Park St. Kitchen.

• 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

Education:

• High school graduate or equivalent required.
• 4 year college degree preferred.

Experience:

• Two years combined prior front desk supervisory experience is required. Full Service hotel experience desired. Hilton OnQ certification preferred.

Licenses or certificates:

• CPR Certification and/or First Aid Training preferred. Ability to obtain any government required license or certificate.

• Hospitality – We’re passionate about delivering exceptional guest experiences.
• Integrity – We do the right thing, all the time.
• Leadership – We’re leaders in our industry and in our communities.
• Teamwork – We’re team players in everything we do.
• Ownership – We’re the owners of our actions and decisions.
• Now – We operate with a sense of urgency and discipline.

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Customer Focus

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.

And, our amazing Team Members are at the heart of it all!

Guest Services, Operations, and Front Office