Front Office Manager - Hilton Baltimore Inner Harbor at Hilton Global in Baltimore, Maryland

Job Description:

The iconic Hilton Baltimore Inner Harbor is seeking an experienced and motivated Front Office Manager to join their leadership team! This 757-room property is located next to Oriole Park at Camden Yards, Inner Harbor's museums, the National Aquarium, and is connected to Baltimore Convention Center via skywalk!

As the Front Office Manager, you would report to the Assistant Director of Front Office and oversee a guest services team of 25. Ideal candidates for this position will have experience leading a union team at a large property that sees high occupancy specifically from groups! In this role, you would spend the majority of your time doing hands-on development with the team at the desk and attending to the needs of both VIPs and guests alike.

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What are the benefits of working for Hilton?*

Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits such as:

• Go Hilton travel program: 100 nights of discounted travel
• Access to your pay when you need it through DailyPay
• Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount!
• Maternity and parental leave, including 12 weeks of paid leave for birthing parents and four weeks of paid leave for eligible Team Members, including partners and adoptive parents
• Debt-free education :Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)
• Flexible shifts and days off
• Comprehensive Health Insurance coverage for you and your family, including Telemedicine and at-home care via AmazonCare
• Mental health resources including free counseling through our Employee Assistance Program
• Best-in-Class Paid Time Off (PTO)
• 401K plan and company match to help save for your retirement

*Available benefits may vary depending upon property-specific terms and conditions of employment

What will I be doing?

As Front Office Manager, you will oversee the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
• Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty program
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
• Maintain good communication and working relationships with all hotel departments
• Monitor staffing levels to meet cover business demands

What are we looking for?

Front Office Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• A degree or diploma in Hotel Management or equivalent
• A minimum of 3 years of Front Office supervisory experience in the hotel, leisure, and/or retail sector
• High level of IT proficiency
• High level of commercial awareness and sales capabilities
• Experience of managing people and developing people
• Previous experience of managing a department and Profit and Loss account
• Excellent leadership, interpersonal and communication skills
• Accountable and resilient
• Commitment to delivering a high level of customer service
• Ability to work under pressure
• Excellent grooming standards
• Flexibility to respond to a variety of work situations
• Ability to work on your own and as part of a team

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Familiar with Property Management Systems
• A degree or diploma in Hotel Management or equivalent

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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