Hilton Hotel - Front Office Manager na Tru by Hilton Spokane Valley

Description

 Why Tru by Hilton:

For 2025, Hilton is the #1 Best Company to Work For in the U.S. – our fourth time reaching this top honor. We first appeared on the Great Place to Work list in 2016 based on our commitment to our purpose and one another. We have since become the best hospitality company in the world and have earned over 600 awards, including over 65 #1 wins globally. These accolades are a direct result of the heart and soul we put into the work we do each day to serve our guests. 95% of Hilton employees say it is a great place to work, compared to 57% of employees at a typical U.S.-based company. Join our Tru by Hilton Spokane Valley team today to experience why!

Job Purpose:

The Front Office Manager is a key leader responsible for overseeing the front desk, night audit, and breakfast team. This position ensures day-to-day operations run smoothly and that guests experience exceptional service. This hands-on leadership role is responsible for driving guest satisfaction, maintaining compliance, and ensuring operational excellence. This role maintains high standards of professionalism and supports operations as needed.

Job Type:

• Full Time Regular

Pay Range:

• $20.00 - $22.00 per hour

Benefits Available:

• 401k
• Paid Time Off based on length of service
• Go Hilton (Team Member Travel Discount)

Duties & Responsibilities:

• Provide inspired leadership for the organization.

• Identify and address problems and opportunities for the company.

• Help promote a company culture that encourages top performance and high morale.

• Own guest satisfaction by consistently monitoring service quality and team performance.

• Respond to guest feedback, concerns, and complaints promptly, professionally, and with effective service recovery strategies.

• Monitor and manage guest feedback platforms and respond as appropriate to improve the hotel’s reputation.

• Conduct post-stay follow-ups or in-stay resolution outreach to ensure guest issues are resolved to satisfaction.

• Create a welcoming, proactive front of house culture that aligns with the values Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now to deliver exceptional service and support strong team performance.

• Supervise front desk, night audit, and breakfast team members; provide coaching, motivation, and support.

• Develop weekly team schedules based on occupancy forecasts and labor budgets.

• Regularly work Front Desk and Breakfast shifts.

• Respond to last-minute call-outs and scheduling issues with flexibility, including covering shifts if necessary.

• Train team members in Hilton brand standards, operational procedures, and guest service expectations.

• Conduct regular team meetings, performance check-ins, and corrective action plans when needed.

• Perform routine property inspections to ensure cleanliness, safety, and brand compliance in guest-facing and back-of-house areas.

• Ensure compliance with: Hilton Brand Standards, Company policies and operational guidelines, State and Local health, safety, and labor regulations.

• Address inspection findings promptly and document corrective actions.

• Use M3 and Hilton’s Reservation System for daily operations and reporting.

• Oversee Accounts Receivable, including invoicing, tracking outstanding balances, and ensuring timely payment processing.

• Process guest and third-party payments accurately and securely.

• Handle, reconcile, and safeguard all cash transactions, ensuring compliance with internal cash handling policies.

• Maintain the confidentiality and security of sensitive guest, employee, and financial information.

• Manage inventory levels for hotel, front desk and breakfast operations.

• Place supply orders in a timely and cost-effective manner.

• Monitor usage to prevent overstocking, waste, or shortages.

• Develop, implement, and review operational policies and procedures.

• Maintain an open line of communication with other departments and management.

• Other duties as assigned by management.

Direct Reports:

Front Desk and Breakfast Team Members.

Requirements

Skills & Qualifications

• 21 years of age or older.

• A minimum of 2 years; experience in a similar role.

• Flexibility and a willingness to work beyond scheduled hours for AM, PM and Night Audit shifts, including on weekends and Holidays.

• Strong understanding of guest service principles and service recovery practices.

• Proficiency in Excel, PowerPoint, Microsoft Word, and hospitality software (PeP, and M3 or equivalent).

• Excellent verbal and written communication skills.

• Self-motivated.

• Strong organizational, time management, and multitasking abilities.

• General understanding of financial management.

• Professional attitude.

• High school diploma or equivalent required; hospitality/business education is a plus.

Physical Requirements:

• Medium work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

• Stooping: Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles

• Kneeling: Bending legs at knee to come to a rest on knee or knees.

• Crouching: Bending the body downward and forward by bending leg and spine.

• Crawling: Moving about on hands and knees or hands and feet.

• Reaching: Extending hand(s) and arm(s) in any direction.

• Standing: Remaining upright on the feet, particularly for sustained periods of time

• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another

• Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.

• Pulling: Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.

• Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to-position. This factor is important if it occurs to a considerable degree and requires the substantial use of the upper extremities and back muscles

• Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling.

• Grasping: Applying pressure to an object with the fingers and palm

• Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.

• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly

• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.

• Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.