Front Office Manager - New Hotel Opening (Home2 Suites)

Front Office Manager - New Hotel Opening (Home2 Suites) (part of Hilton) 3.2 3.2 out of 5 stars Charlotte, NC 28208 Full-time Home2 Suites by Hilton 1,073 reviews Full-time Join us as the Front Office Manager for an exciting new Home2 Suites by Hilton hotel opening! In this dynamic leadership role, you will oversee all front desk operations, ensuring a seamless, frictionless guest experience from check-in to check-out. Your energetic approach will motivate your team, uphold Hilton's exceptional customer service standards, and establish the hotel's reputation for extended-stay hospitality excellence. As a key ambassador of the Home2 Suites brand, you will coordinate guest relations, manage daily administrative tasks, drive Hilton Honors loyalty enrollment, and foster a welcoming environment that encourages repeat visits and positive reviews. This is an incredible opportunity to lead a vibrant team at the forefront of our newest property!

Duties & Responsibilities Team Leadership :

Lead, schedule, and supervise the front desk team to deliver outstanding guest services with enthusiasm, warmth, and professionalism.

Operations Management :

Oversee guest check-in, check-out, and Hilton Digital Key procedures, ensuring accuracy and efficiency.

Brand Standards & Loyalty :

Train staff to deliver specialized service to Hilton Honors members and proactively resolve guest challenges to maximize property Quality Assurance (QA) scores.

Communication Etiquette :

Manage multi-line phone systems and handle guest inquiries regarding extended-stay amenities, local directions, and booking channels.

Financial Integrity :

Coordinate nightly audit processes, manage property billing, balance cash drawers, and ensure strict financial reconciliation.

Process Improvement :

Develop and implement standard operating procedures (SOPs) for front office functions aligned with Hilton corporate guidelines.

Guest Relations :

Maintain high standards of guest satisfaction by addressing concerns promptly and utilizing service recovery logs to proactively enhance the extended-stay experience.

Cross-Department Collaboration :

Coordinate room status updates daily with Housekeeping and Maintenance to ensure smooth, efficient hotel operations.

Staff Training :

Conduct robust staff onboarding and training using Hilton brand benchmarks.

Revenue Strategy :

Monitor room inventory, analyze occupancy levels, and assist the General Manager with revenue management strategies to optimize hotel performance.

Compliance :

Uphold safety protocols, key control tracking, and ensure strict compliance with all local regulations and Hilton safety guidelines.

Required Skills & Qualifications Experience :

Minimum of 2 years of proven experience in hospitality management or hotel supervisory roles, ideally within the Hilton brand family.

Technical Proficiency :

Deep familiarity with Hilton hotel software, specifically

Hilton PEP Customer Service :

Exceptional interpersonal skills with a proven track record of handling diverse guest needs in a friendly, extended-stay environment.

Leadership :

Demonstrated capability to recruit, train, motivate, and manage a diverse team of hospitality professionals.

Problem Solving :

Strong conflict resolution skills with the ability to handle guest billing, booking modifications, or complaints calmly under pressure.

Communication :

Superb verbal and written communication skills; bilingual or multilingual abilities are highly desirable to serve an international clientele.

Organization :

Excellent multi-tasking and time management capabilities with strong attention to administrative details. Join us in shaping the future of our brand-new property! Bring your passion for hospitality management, your multilingual talents, and your dedication to creating memorable guest experiences.

Benefits:

Dental insurance Employee assistance program Employee discount Health insurance Paid time off Professional development assistance Vision insurance

Work Location:

In person