Front Desk Manager

DoubleTree by Hilton South Bend

Lead the Guest Experience. Drive Hilton Standards. Elevate Service.

At DoubleTree by Hilton South Bend, the Front Office is the heartbeat of the guest experience. We are seeking a polished, service-driven Front Desk Manager who brings strong Hilton experience, a passion for guest satisfaction, and a proven ability to lead high-performing teams.

This role is ideal for a hospitality leader who thrives in a full-service environment, understands the direct impact of SALT scores and guest engagement, and leads from the front—visible, proactive, and solution-focused.

This is a second shift role!

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Why Join Us?

• Competitive salary

• Hilton Team Member travel program (global hotel discounts)

• Medical, dental, vision, and supplemental benefits

• Paid time off and holiday pay

• Career growth opportunities within AFP Management

• Newly renovated hotel with strong ownership support

• High-impact leadership role with visibility to executive team

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Position Summary

The Front Office Manager is responsible for overseeing the daily operations of the Front Office, Concierge, and Uniformed Services. This includes ensuring all guests receive attentive, friendly, efficient, and courteous service throughout their stay while maximizing room revenue, occupancy, and overall guest satisfaction.

This role plays a critical part in driving Hilton brand standards, improving SALT scores, and creating a culture of service excellence.

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Qualifications

Education & Experience

• Minimum 4 years of progressive hotel experience or related field

• OR 2–4 year degree with at least 1 year of related experience

• OR 2-year degree with 2+ years of related experience

• Previous supervisory experience required

• Hilton experience strongly preferred

• Full-service hotel experience highly preferred

Technical Skills

• Proficiency in Microsoft Word and Excel

• Experience with OnQ, PEP, and Delphi preferred

• Strong understanding of front office systems and reporting

Other Requirements

• Valid driver’s license required

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Physical Requirements

• Long hours may be required based on business demands

• Light work: exerting up to 20 pounds of force occasionally

• Up to 10 pounds of force frequently or constantly

• Ability to lift, carry, push, pull, or move objects as needed

• Ability to stand and remain active for the entire shift

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Mental & Leadership Requirements

• Ability to communicate clearly and professionally with guests and team members

• Strong decision-making skills in fast-paced environments

• Ability to multitask and meet deadlines consistently

• Skilled in anticipating, preventing, and resolving operational challenges

• Ability to interpret and act on financial and operational data

• Strong listening skills with the ability to resolve guest and employee concerns effectively

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Key Responsibilities

Guest Experience & SALT Performance

• Lead the Front Office team in delivering exceptional guest experiences

• Drive and improve guest satisfaction scores (SALT) and service metrics

• Respond to guest concerns, complaints, and service recovery situations promptly

• Ensure a warm, welcoming, and personalized arrival experience for every guest

• Maintain strong lobby presence during peak times

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Leadership & Team Development

• Recruit, interview, train, and develop Guest Services team members

• Motivate, coach, counsel, and discipline team members as needed

• Foster a positive, service-driven culture aligned with Hilton standards

• Ensure team appearance, professionalism, and engagement standards are met

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Operations & Financial Performance

• Oversee daily Front Office operations including arrivals, departures, and group movements

• Manage scheduling, payroll, and labor productivity

• Monitor room revenue, occupancy, and forecasting

• Review reports including flash reports, house counts, and rate variances

• Ensure accuracy in cash handling, billing, and audit processes

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Hilton Brand Standards & Compliance

• Ensure compliance with Hilton and AFP Management standards

• Support Hilton Honors and guest recognition programs

• Maintain communication with Housekeeping, Sales, Engineering, and Accounting

• Monitor VIP arrivals, special requests, and room assignments

• Participate in Manager on Duty (MOD) program

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Additional Operational Responsibilities

• Maintain front desk and lobby presence during high-volume periods

• Oversee guest messaging, packages, and mail delivery

• Ensure proper key control, lost and found procedures, and safety compliance

• Monitor room statuses including out-of-order and discrepant rooms

• Assist in revenue forecasting and merchandising strategies

• Attend required meetings and provide ongoing team training

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What Sets You Apart

• Proven ability to improve guest satisfaction scores

• Strong Hilton brand knowledge and service culture mindset

• Hands-on leadership style with strong floor presence

• Ability to lead through change and hold teams accountable

• Passion for hospitality and developing others

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Schedule Expectations

• Must be flexible to work mornings, evenings, weekends, and holidays

• Participation in MOD schedule required

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Equal Opportunity Employer

AFP Management and DoubleTree by Hilton South Bend are committed to providing equal employment opportunities to all applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.