DoubleTree by Hilton Hotel Raleigh-Durham Airport at Research Triangle Park
Front Desk Manager
DoubleTree by Hilton Hotel Raleigh-Durham Airport at Research Triangle Park, Durham, North Carolina, United States, 27703
Front Desk Manager
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DoubleTree by Hilton Hotel Raleigh-Durham Airport at Research Triangle Park
This role plays a key part in creating an exceptional first and lasting impression for every guest, impacting satisfaction, operational efficiency, team engagement, and brand reputation.
Responsibilities
Lead and mentor the front desk team to deliver exceptional guest service at all times
Oversee daily front desk operations, ensuring smooth check-in/check-out processes
Handle escalated guest concerns with professionalism and a solutions-first approach
Implement and maintain efficient procedures to improve guest flow and accuracy in transactions
Coordinate with other departments to ensure seamless communication and service delivery
Monitor front desk performance metrics and identify opportunities for improvement
Manage scheduling, training, and performance evaluations for front desk staff
Ensure compliance with company policies, service standards, and safety regulations
Other duties as assigned
Key Strengths for Success
Strong leadership with the ability to motivate and coach a service-driven team
Excellent communication skills to interact effectively with guests, team members, and management
Calm and solution-oriented approach to resolving guest concerns and operational challenges
Detail-oriented mindset to ensure accuracy in reservations, billing, and reporting
Ability to multitask in a fast-paced environment while maintaining professionalism
Proficiency in front desk systems and technology (PMS knowledge preferred)
Professional Experience
2+ years in a front desk supervisory role within hospitality or a similar guest service environment
Proven track record of managing a team, scheduling shifts, and conducting training
Experience handling escalated guest concerns and ensuring service recovery
Knowledge of front desk systems, reservation processes, and payment handling procedures
Strong organizational skills with the ability to oversee daily operations and meet performance goals
Academic Background
High school diploma or equivalent required
Bachelor's degree in hospitality management, business administration, or a related field preferred
Additional certifications in customer service, hospitality operations, or leadership are a plus
Benefits
Generous medical, dental, and vision available first of the month following hire date, includes FSA, HSA, and Dependent Care
Disability Insurance
Life Insurance
Employee Assistance Program
Supplemental benefits
401(k) matching
Employee discount program
Vacation and Sick Time
Requirements
Successful completion of a criminal background check is required prior to employment.
HM Alpha Hotels & Resorts is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. We are committed to providing an environment of mutual respect, the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex (including pregnancy and gender identity), national origin, age (40 or older) disability, genetic information, family or parental status, military service, or any other status protected by the laws or regulations in the locations where we operate. HM Alpha Hotels & Resorts will not tolerate discrimination or harassment based on any of these characteristics.
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at
DoubleTree by Hilton Hotel Raleigh-Durham Airport at Research Triangle Park
This role plays a key part in creating an exceptional first and lasting impression for every guest, impacting satisfaction, operational efficiency, team engagement, and brand reputation.
Responsibilities
Lead and mentor the front desk team to deliver exceptional guest service at all times
Oversee daily front desk operations, ensuring smooth check-in/check-out processes
Handle escalated guest concerns with professionalism and a solutions-first approach
Implement and maintain efficient procedures to improve guest flow and accuracy in transactions
Coordinate with other departments to ensure seamless communication and service delivery
Monitor front desk performance metrics and identify opportunities for improvement
Manage scheduling, training, and performance evaluations for front desk staff
Ensure compliance with company policies, service standards, and safety regulations
Other duties as assigned
Key Strengths for Success
Strong leadership with the ability to motivate and coach a service-driven team
Excellent communication skills to interact effectively with guests, team members, and management
Calm and solution-oriented approach to resolving guest concerns and operational challenges
Detail-oriented mindset to ensure accuracy in reservations, billing, and reporting
Ability to multitask in a fast-paced environment while maintaining professionalism
Proficiency in front desk systems and technology (PMS knowledge preferred)
Professional Experience
2+ years in a front desk supervisory role within hospitality or a similar guest service environment
Proven track record of managing a team, scheduling shifts, and conducting training
Experience handling escalated guest concerns and ensuring service recovery
Knowledge of front desk systems, reservation processes, and payment handling procedures
Strong organizational skills with the ability to oversee daily operations and meet performance goals
Academic Background
High school diploma or equivalent required
Bachelor's degree in hospitality management, business administration, or a related field preferred
Additional certifications in customer service, hospitality operations, or leadership are a plus
Benefits
Generous medical, dental, and vision available first of the month following hire date, includes FSA, HSA, and Dependent Care
Disability Insurance
Life Insurance
Employee Assistance Program
Supplemental benefits
401(k) matching
Employee discount program
Vacation and Sick Time
Requirements
Successful completion of a criminal background check is required prior to employment.
HM Alpha Hotels & Resorts is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. We are committed to providing an environment of mutual respect, the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex (including pregnancy and gender identity), national origin, age (40 or older) disability, genetic information, family or parental status, military service, or any other status protected by the laws or regulations in the locations where we operate. HM Alpha Hotels & Resorts will not tolerate discrimination or harassment based on any of these characteristics.
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