Front Office Manager - Hilton Oakland Airport

Employment Type

: Full-Time

Industry

: Miscellaneous



The iconic Hilton Oakland Airport is a peaceful retreat next to Oakland International Airport (OAK). This Oakland hotel is set in a 12-acre, resort-like setting and located just two miles from the Bay Area Rapid Transit (BART) system with subway access to downtown San Francisco. Come join our team as the Front Office Manager! What will I be doing? As Front Office Manager, you would be responsible for directing and administering Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards: * Manage all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation * Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward * Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly * Ensure compliance with Company standards * Meet and greet guests and respond to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolves guest concerns * Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue * Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events * Complete audit procedures, as needed * Recruit, interview and train team members * Positions reporting to are, Guest Service Agents and Bell Persons/Shuttle Drivers Supportive Functions * Encourages a team spirit amongst staff members with leadership and guidance. * Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest service, front office, reservations and front desk agents in the details of work. Observes performance and encourages improvement. * Uses creative management skills to solve problems. Ensures compliance with Hilton standards to ensure consistent high quality guest relations. * Manages desk through times of stress and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgment. * Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members. * Communicates with guests via Kipsu system. * Monitors and responds to social media posts. What are we looking for? Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values: * Hospitality - We're passionate about delivering exceptional guest experiences. * Integrity - We do the right thing, all the time. * Leadership - We're leaders in our industry and in our communities. * Teamwork - We're team players in everything we do. * Ownership - We're the owners of our actions and decisions. * Now - We operate with a sense of urgency and discipline In addition, we look for the demonstration of the following key attributes: * Quality * Productivity * Dependability * Customer Focus * Adaptability What will it be like to work for Hilton? Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision 'to fill the earth with the light and warmth of hospitality' unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

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