Front Office Manager | Select Service | Hilton Garden Inn

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    "description": "<p><strong>Job Title:</strong> Front Office Manager</p>\n\n<p><strong>Property:</strong> Hilton Garden Inn Oceanfront &ndash; 3315 Atlantic Avenue, Virginia Beach, VA</p>\n\n<p><strong>Department:</strong> Front Office</p>\n\n<p><strong>Employment Type:</strong> Full-Time | Exempt (Salaried)</p>\n\n<p><strong>Reports To:</strong> Assistant General Manager</p>\n\n<hr />\n<p><strong>About Shamin Hotels</strong></p>\n\n<p>Shamin Hotels is one of the largest privately owned hotel management companies on the East Coast, with a portfolio of nationally recognized brands and a reputation for developing strong hospitality leaders. Our Hilton Garden Inn Oceanfront is a 167-room select service property on the Virginia Beach oceanfront &mdash; a high-energy, guest-focused environment where strong operational leaders make a measurable impact every single day.</p>\n\n<hr />\n<p><strong>Our Values &mdash; TOP</strong></p>\n\n<p>Everything we do is grounded in Teamwork, Ownership, and Passion. Our Front Office Manager models these values on the floor every day &mdash; holding the team to a high standard, taking full ownership of the guest experience and department results, and leading with genuine passion for the craft of hospitality.</p>\n\n<hr />\n<p><strong>Team Structure</strong></p>\n\n<ul>\n\t<li>Reports to: Assistant General Manager</li>\n\t<li>Direct reports: approximately 10 associates</li>\n\t<li>Team includes: 1 AM Supervisor, Guest Service Agents (GSAs), and a small valet team</li>\n\t<li>No bell service</li>\n</ul>\n\n<hr />\n<p><strong>Position Summary</strong></p>\n\n<p>The Front Office Manager is the operational heart of the guest experience at the Hilton Garden Inn Oceanfront. This is a visible, floor-present leadership role &mdash; not a back-office position. You will be seen by your team and by guests, setting the tone for service standards, holding associates accountable, and making real-time decisions that protect both the guest experience and the department&#39;s financial health.</p>\n\n<p>Reporting to the AGM, you will own the performance of a team of approximately 10 associates across front desk, valet, and supervisory functions. You are responsible not only for day-to-day operations but for the discipline, development, scheduling, and budget compliance that keep the department running at full strength.</p>\n\n<hr />\n<p><strong>What You&#39;ll Do</strong></p>\n\n<p>Guest Experience and Floor Presence</p>\n\n<ul>\n\t<li>Maintain a strong, visible presence at the front desk during peak periods &mdash; leading by example and setting the service standard in real time. <em>This is a Guest-facing role.&nbsp;</em></li>\n\t<li>Personally engage with guests throughout the day, proactively resolving concerns before they escalate</li>\n\t<li>Monitor Hilton Stay Scores and online reviews; implement targeted action plans to drive measurable improvement deliverable to AGM&nbsp;</li>\n\t<li>Ensure arrivals are seamless &mdash; key packets prepared, rooms blocked correctly, VIPs and Hilton Honors members recognized</li>\n\t<li>Own the readiness of the front desk environment: supplies stocked, key systems functional, workspace organized and guest-ready at all times</li>\n</ul>\n\n<p>Team Leadership and Accountability</p>\n\n<ul>\n\t<li>Lead, schedule, and develop associates including front desk and a valet team</li>\n\t<li>Administer progressive discipline consistently and fairly &mdash; documenting performance issues, issuing corrective action, and following through on accountability in partnership with HR</li>\n\t<li>Conduct regular performance conversations and coaching sessions; set clear expectations and follow up</li>\n\t<li>Support onboarding and training of new front office hires to brand and property standards</li>\n\t<li>Ensure coverage continuity and consistent service delivery across all shifts</li>\n</ul>\n\n<p>Labor and Financial Management</p>\n\n<ul>\n\t<li>Manage front office labor to budget &mdash; forecast staffing needs accurately, build schedules that align with occupancy, and adjust in real time to avoid unnecessary overtime</li>\n\t<li>Monitor and control department expenses including supplies, key inventory, and operational costs; flag variances early and course-correct proactively</li>\n\t<li>Review daily reports and financial summaries; ensure PEP accuracy and billing integrity across all transactions</li>\n\t<li>Partner with the AGM on upsell programs and revenue optimization strategies</li>\n\t<li>Manage front office supply ordering within established par levels and budget guidelines</li>\n</ul>\n\n<p>Operations and Compliance</p>\n\n<ul>\n\t<li>Ensure full compliance with Hilton brand standards, Shamin Hotels policies, and front office SOPs</li>\n\t<li>Oversee valet operations for safe vehicle handling, accurate ticketing, and smooth guest flow</li>\n\t<li>Serve as Manager on Duty as assigned, including evenings, weekends, and high-demand periods</li>\n\t<li>Handle escalated guest situations with professionalism, urgency, and full follow-through</li>\n\t<li>Responsible for shift coverage, which may include overnight shifts</li>\n</ul>\n\n<p><strong>Compensation and Benefits</strong></p>\n\n<ul>\n\t<li>Competitive salary commensurate with experience</li>\n\t<li>Health, dental, and vision benefits</li>\n\t<li>Hilton Team Member travel discount program</li>\n\t<li>Paid time off</li>\n\t<li>Growth opportunities across Shamin Hotels&#39; expanding Oceanfront Region</li>\n</ul>\n\n<hr />\n<p>Shamin Hotels is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.</p>\n",
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