Front Desk Manager

United States·El Paso Doubletree-Epd - El PasoNormalmid

Front Desk AgentHospitality & Tourism

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Quick Summary

Overview

Essential Duties and Responsibilities Oversee daily front desk operations, ensuring efficient check-in and check-out procedures. Ensure all front desk employees follow hotel policies, procedures,

Technical Tools

Front Desk AgentHospitality & Tourism

Responsibilities

~2 min read

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Oversee daily front desk operations, ensuring efficient check-in and check-out procedures.
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Ensure all front desk employees follow hotel policies, procedures, and Hilton brand standards.
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Monitor room assignments, reservations, guest requests, and special accommodations.
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Ensure proper handling of guest complaints, service recovery, and escalated situations.
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Maintain accurate shift reports, pass-on logs, and departmental records.
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Coordinate with Housekeeping, Maintenance, Sales, and other departments to ensure smooth hotel operations.
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Monitor occupancy, room availability, and front desk performance.
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Supervise, train, coach, and develop front desk employees.
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Prepare and manage employee schedules based on business demands.
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Conduct regular team meetings and communicate departmental expectations.
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Address employee performance concerns promptly and follow established HR disciplinary procedures.
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Promote accountability, teamwork, professionalism, and a positive working environment.
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Ensure new employees receive proper onboarding and job training.
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Monitor attendance, punctuality, productivity, and overall employee performance.
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Ensure guests receive outstanding customer service throughout their stay.
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Monitor guest feedback, online reviews, and Hilton guest satisfaction scores.
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Resolve guest complaints professionally and in a timely manner.
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Identify opportunities to improve the guest experience and departmental performance.
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Maintain a visible management presence in the lobby and front desk area.
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Review daily front desk transactions, and reports,
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Monitor front desk payroll, overtime, and employee timecards for accuracy.
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Ensure proper billing, payment processing, and account reconciliation.
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Monitor departmental expenses and identify opportunities to improve efficiency.
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Ensure accurate documentation and communication between shifts.
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Maintain compliance with hotel policies and operational procedures.

Requirements

~1 min read

Minimum of 2–3 years of hotel front desk experience.
Previous supervisory or management experience in hotel operations required.
Hilton brand experience preferred.
Strong leadership, communication, and interpersonal skills.
Knowledge of hotel property management systems (PMS).
Experience managing schedules, payroll, and employee performance.
Strong problem-solving and conflict-resolution abilities.
Strong organizational skills and attention to detail.
Excellent communication and follow-through
Ability to work flexible schedules, including weekends and holidays, as needed.
Ability to multitask and work effectively in a fast-paced hospitality environment.

The DoubleTree by Hilton El Paso Downtown is seeking an experienced, customer-focused, and results-driven Front Desk Manager to oversee the daily operations of the Front Office Department. The Front Desk Manager is responsible for ensuring exceptional guest service, maintaining Hilton brand standards, supervising and developing front desk employees, and ensuring efficient daily operations. This position requires strong leadership, communication, organizational, and problem-solving skills.The ideal candidate will lead by example, promote teamwork, maintain accountability, and ensure every guest receives a welcoming and positive experience.