About the Company
Hilton Hotels & Resorts is a global leader in hospitality, offering world-class service, exceptional guest experiences, and a commitment to innovation across our diverse portfolio of brands. We are dedicated to creating a welcoming and inclusive environment for both our guests and team members, fostering growth and career development in a dynamic industry. Join our Burlington team and be part of a legacy of excellence.
Job Description
We are seeking an experienced and dynamic Front Office / Reception Manager to lead our front desk operations in Burlington, VT. This pivotal role is responsible for overseeing all guest services, ensuring an exceptional arrival and departure experience, and managing a high-performing front office team. The successful candidate will be a proactive leader with a passion for hospitality, a keen eye for detail, and the ability to resolve guest issues efficiently and effectively. This position includes relocation assistance for qualified candidates looking to make Burlington their new home.
Key Responsibilities
- Manage and supervise all Front Office operations, including reception, concierge, and guest services.
- Recruit, train, schedule, and evaluate Front Office team members, fostering a positive and productive work environment.
- Ensure consistent delivery of exceptional guest service, exceeding guest expectations at every interaction.
- Handle guest complaints and concerns with professionalism, aiming for immediate resolution and guest satisfaction.
- Monitor and control departmental expenses, inventory, and labor costs to meet budgetary goals.
- Implement and maintain standard operating procedures (SOPs) for all front office functions.
- Oversee reservation systems, check-in/check-out processes, and billing procedures.
- Collaborate with other departments (Housekeeping, F&B, Sales) to ensure seamless hotel operations.
- Prepare daily, weekly, and monthly reports related to occupancy, revenue, and guest satisfaction metrics.
- Ensure compliance with all hotel policies, safety regulations, and brand standards.
- Assist with night audit duties as needed.
Required Skills
- Minimum of 3 years of experience in Front Office operations, with at least 1 year in a supervisory or management role within a hotel environment.
- Strong leadership and team management abilities.
- Excellent interpersonal and communication skills (verbal and written).
- Proficiency in hotel property management systems (PMS), e.g., OnQ, Opera.
- Demonstrated ability to handle guest relations and resolve issues effectively.
- Strong organizational skills and attention to detail.
- Ability to work a flexible schedule, including evenings, weekends, and holidays.
Preferred Qualifications
- Bachelor's degree in Hospitality Management or a related field.
- Experience with pre-opening or renovation phases of a hotel.
- Multilingual abilities are a plus.
- Certified Hospitality Department Trainer (CHDT) certification.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holiday pay.
- 401(k) retirement plan with company match.
- Relocation assistance package.
- Global travel discounts for Hilton properties.
- Opportunities for career advancement and professional development.
- Complimentary meals during shifts.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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