Front Office Manager

We are seeking a professional and personable Front Office Manager to oversee the Front Office operations of Homewood Suites by Hilton in Surrey, BC. Scheduled to open in March 2026.

The ideal candidate will ensure exceptional guest experiences by managing daily front desk activities, supervising staff, and maintaining high standards of customer service. Multilingual and bilingual skills are highly valued to effectively communicate with diverse guests. This role is vital in creating a welcoming environment and ensuring smooth administrative operations.

• Greet guests warmly and provide outstanding guest services to ensure a positive experience
• Manage front desk operations, including check-in/check-out procedures and reservations
• Supervise front desk staff, providing training and support to maintain high service standards
• Handle multi-line phone systems efficiently, addressing inquiries and directing calls appropriately
• Maintain accurate guest records and billing information using hotel management software
• Coordinate with housekeeping, maintenance, and other departments to fulfill guest requests promptly
• Monitor and respond to guest feedback, resolving issues to ensure satisfaction
• Oversee administrative tasks such as scheduling, reporting, and inventory management
• Uphold phone etiquette and professional communication at all times
• Maintain high customer service focus by approaching your job with the customers always in mind.
• Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
• Actively seek verbal feedback from customers and team members at every opportunity.
• Agree and implement actions to make improvements to customer service.
• Positively deal with and learn from customer complaints and comments with follow-up and feedback to the General Manager.
• Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
• Be available to assist on duty in the hotels during any busy days or special events.
• Maintain a presence in the lobby setting the example for team members for guest service.
• Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before the guests ask.
• Have detailed knowledge of Hilton departmental standards, explaining the standards to the team and training each team member individually with specific job skills checklists that relate to their responsibilities.
• Assess team members’ performance against standards.
• Monitor standards through regular standards review checks.
• Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
• Implement and follow through with improvements identified.
  
  Demonstrate positive leadership characteristics which inspire team members to meet and exceed standards.
• Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy and external events, promotions etc.).
• Communicate effectively with Housekeeping, groups and tours about any in-house group holding catering events, ensuring direct liaison with group leaders upon arrival for special requests.
• Understand relevant Health & Safety (H&S) legislations and their implications on the operation of the department.

• Proven experience in hotel front office management ; prior Hilton, IHG or Marriott experience is preferred
• Strong customer service skills with a friendly and professional demeanor
• Excellent phone etiquette and ability to handle multi-line phone systems effectively
• Multilingual or bilingual abilities are highly desirable to serve diverse clientele
• Knowledge of guest services procedures and hospitality industry standards
• Ability to manage multiple tasks efficiently in a fast-paced environment
• Leadership skills to supervise and motivate front desk staff
• Strong organizational skills with attention to detail
• Flexibility to work various shifts as needed, including evenings or weekends if required

Seniority level:
Mid-Senior level

Employment type:

Full-time

Industry: Hospitality

Richmond, British Columbia, Canada