Raleigh,NC,USA-based Front Office Manager Opening | Hiring

Hilton is the leading global hospitality company renowned for its presence across the lodging sector, ranging from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. Established for nearly a century, Hilton has consistently delivered exceptional accommodation, unparalleled service, premium amenities, and excellent value to both business and leisure travelers. The company remains dedicated to its rich tradition of providing outstanding guest experiences across its diverse global brands. Hilton's vision, "to fill the earth with the light and warmth of hospitality," unites its employees into a single team committed to creating remarkable hospitality experiences worldwide every day. The company’s culture emphasizes respect, diversity, and a supportive workplace environment where employees are valued as vital contributors to its lasting success. Hilton’s hotels operate in virtually every major destination around the globe, each maintaining a commitment to excellence that strengthens the brand's reputation. The Front Office Manager (FOM) role at Hilton epitomizes leadership in hospitality operations through overseeing the overall success of the hotel, ensuring that objectives related to revenue and profitability are consistently met or surpassed. This role requires a strong focus on guest satisfaction and maintaining high product quality standards. The FOM assists department managers across the hotel, ensuring that all areas function harmoniously in line with Hilton’s brand standards, thereby fostering an inviting atmosphere defined by superior guest service. A key responsibility is to lead and provide an example of exemplary performance for all staff members. The FOM supervises all shifts at the Front Desk, including the first, second, night audit shifts, as well as breakfast service and driver operations. The position demands availability during diverse operational hours to meet the fluctuating demands of hotel operations. Collaboration is a cornerstone of this role; the FOM coordinates closely with the Housekeeping Manager to guarantee the availability of appropriate room types and ensures timely check-ins and room readiness. Additionally, the FOM partners with the Engineering Department to minimize guest room downtime and reduce disruptions caused by maintenance tasks. One of the critical objectives for the FOM is to maximize Revenue Per Available Room (REVPAR) by implementing effective strategies that optimize room sales daily and adhere to rate guidelines shaped by sales strategy, communications, and market conditions. Financial stewardship is paramount as the FOM handles revenue forecasting, labor cost management, and budget adherence while identifying potential revenue optimization and operational improvement opportunities. Beyond financial and operational management, the FOM plays a proactive role in human resource functions including recruitment, training, performance evaluation, and maintaining a positive work environment. The FOM ensures consistent guest service excellence by training staff on Hilton’s service standards and running programs that promote superior customer service behaviors. Furthermore, the position involves strategic marketing and sales management to maximize occupancy and average daily rate by implementing dynamic pricing strategies and nurturing key client relationships. Operationally, the FOM ensures compliance with health and safety codes, enforces security policies, manages physical property standards, and supervises logistics related to guest transportation and event setups. The role demands a high level of adaptability, as the FOM may be required to assist across various hotel departments, helping to ensure seamless operations 24 hours a day, 365 days a year. The position requires a candidate with a high school diploma or GED and six to twelve months of experience or equivalent training in hospitality or a related field. Strong communication skills, financial acumen, and the ability to handle physical and mental demands of the job are essential. The FOM must be able to work flexible schedules including weekends and holidays and possess knowledge of workplace safety and compliance regulations. This role is fundamental to Hilton’s commitment to delivering exceptional guest experiences and sustaining its leadership in the global hospitality industry.

• High school diploma or GED
• six to twelve months related experience and/or training
• ability to read and write English
• ability to perform mathematical calculations such as adding and multiplying
• effective communication skills with customers using tact and diplomacy
• physical ability to stand, walk, stoop, kneel, crouch, reach, lift heavy objects of 25-50 pounds
• ability to work flexible schedules including weekends and holidays
• knowledge of health, safety and security procedures
• CARE and SERVSAFE certification or willingness to obtain
• commitment to guest service excellence
• ability to supervise multiple shifts and coordinate with various hotel departments