Job Description

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will oversee the daily operations of the front office and guest services teams, ensuring that all guests receive outstanding service. You will manage check-in and check-out processes, resolve guest concerns, and lead a team of front desk agents and guest service representatives to meet the hotel’s service standards. As a Front Desk Manager, you’re not just overseeing daily front office operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

 As the Front Desk Manager, you will be responsible for performing the following tasks to the highest standards: 

Front Desk Operations

• Oversee daily Front Desk operations, including guest arrivals, departures, room assignments, cashiering and guest services.
• Ensure compliance with Hilton brand standards, Forbes Travel Guide standards and hotel policies and procedures.
• Manage manpower allocation, shift coverage and operational readiness.
• Monitor room inventory, room readiness, VIP arrivals and special requests, coordinating with Housekeeping and Reservations.
• Ensure effective shift handovers, daily briefings and follow-up on outstanding operational matters.
• Identify operational challenges and implement improvements to enhance efficiency and guest satisfaction.

Team Leadership & Development

• Lead, supervise and develop the Front Desk team, including Duty Managers and Guest Service Executives.
• Set clear expectations for team performance, service standards and professional conduct.
• Provide regular coaching, feedback and performance evaluations to support team development.
• Guide Duty Managers in managing their shifts and maintaining consistent operational standards.
• Oversee team rosters, attendance, leave arrangements and manpower planning.
• Identify training needs and support succession planning and leadership development.
• Address performance concerns and team conflicts professionally, fostering a positive and collaborative working environment.

Guest Experience & Service Recovery

• Ensure the team delivers personalized and professional service in accordance with Conrad Hotels & Resorts standards.
• Oversee guest complaints and service recovery, ensuring timely resolution and appropriate follow-up.
• Handle escalated guest situations and guide team members in resolving service-related matters.
• Ensure VIPs, returning guests and Hilton Honors members receive appropriate recognition and personalized service.
• Monitor guest feedback and Stay Experience results, identifying recurring issues and implementing improvement plans.
• Champion Forbes Travel Guide and Hilton brand standards through regular coaching and service observations.
• Financial & Revenue Management
• Ensure compliance with Front Desk cashiering, billing, payment and financial procedures.
• Monitor outstanding balances, credit limits, payment guarantees and billing discrepancies.
• Ensure refunds, rebates, paid-outs and other financial adjustments are accurately processed and authorised.
• Work closely with Finance to resolve discrepancies and maintain appropriate financial controls.
• Drive upselling performance, Hilton Honors enrolment and departmental revenue targets.
• Monitor Front Desk expenses and operational costs to minimise wastage.

Training, Quality & Performance

• Develop and implement training plans to strengthen operational knowledge and service delivery.
• Ensure new team members receive appropriate onboarding, training and guidance.
• Conduct regular operational reviews to maintain compliance with hotel procedures and service standards.
• Monitor departmental performance indicators, including guest satisfaction, upselling, Hilton Honors enrolment and operational accuracy.
• Encourage continuous improvement and recognize team performance.
• Communication & Coordination
• Maintain effective communication with Housekeeping, Reservations, Guest Relations, Concierge, Executive Lounge, Conrad Service Centre, Finance and other departments.
• Ensure accurate communication of guest information, operational updates and outstanding matters between shifts.
• Attend departmental meetings and briefings and communicate relevant updates to the team.
• Coordinate group arrivals, special requests and operational arrangements with relevant departments.
• Ensure significant incidents, guest complaints and operational irregularities are documented and followed up.

Safety, Security & General Responsibilities

• Ensure adherence to hotel policies, Hilton standards, safety requirements and applicable regulations.
• Ensure team members understand emergency procedures, security protocols and incident reporting requirements.
• Maintain guest confidentiality, data protection and the security of guest information.
• Provide effective leadership during emergencies, system disruptions and operational challenges.
• Support the Front Office Management team in achieving departmental objectives and provide operational support to other Front Office sections when required.
• Undertake other reasonable duties and responsibilities as assigned by Management.

Management reserves the right to make changes to this job description at its discretion and in accordance with operational requirements.

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

A Front Desk Manager serving Hilton brands represents the hotel in delivering exceptional guest experiences and works closely with Team Members across all departments. To be successful in this role, you should demonstrate the following skills, competencies and attributes:

• Relevant experience in Front Office operations, preferably within the hospitality industry.
• Experience in leading, supervising or managing Front Office teams, including experience in handling supervisory or Duty Manager responsibilities.
• Sound operational knowledge of Front Desk procedures, guest services and financial controls.
• Commercial awareness and the ability to identify opportunities to improve departmental revenue and operational efficiency.
• Strong leadership, interpersonal and communication skills.
• Good organisational, decision-making and problem-solving abilities, with the ability to prioritise operational requirements effectively.
• A commitment to delivering high standards of guest service and enhancing the overall guest experience.
• Ability to coach, guide and support the professional development of team members.
• Ability to adapt to changing operational requirements and manage workplace challenges effectively.

How We’ll Help You Thrive

At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:

Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program

Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you covered

*Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.