Position Summary
Hampton Inn by Hilton Ottawa West is seeking a motivated, service-focused, and results-driven Front Desk Manager to lead our Front Office team. This role is responsible for overseeing all front desk operations, ensuring exceptional guest experiences, maintaining brand standards, and supporting overall hotel performance.
The Front Desk Manager will work a variety of shifts, including mornings, evenings, weekends, and holidays as required. This position serves as the primary Manager on Duty (MOD) during assigned shifts and weekends, providing leadership and support to all hotel departments when necessary.
Key Responsibilities
Front Office Leadership
- Lead, coach, and support the Front Desk team to deliver exceptional guest service.
- Oversee daily front desk operations including check-ins, check-outs, room assignments, and guest inquiries.
- Ensure all Hilton brand standards and hotel policies are consistently followed.
- Conduct regular training, coaching, and performance evaluations for front desk associates.
- Create and maintain front desk schedules to ensure appropriate staffing levels.
- Assist with recruitment, onboarding, and development of new team members.
Guest Experience
- Resolve guest concerns and service recovery situations professionally and efficiently.
- Monitor guest satisfaction scores and implement action plans for continuous improvement.
- Respond to guest feedback, online reviews, and service requests as required.
- Ensure all guest interactions reflect Hamptonality and Hilton hospitality standards.
Operations & Administration
- Monitor daily arrivals, departures, VIP guests, group blocks, and special requests.
- Review and manage front office reports, adjustments, billing discrepancies, and cash handling procedures.
- Ensure accuracy of reservations, room inventory, and rate management practices.
- Work closely with Housekeeping, Maintenance, Sales, and other departments to ensure seamless operations.
- Maintain compliance with safety, security, and emergency procedures.
Manager on Duty Responsibilities
- Serve as Manager on Duty during assigned shifts and weekends.
- Provide operational leadership and decision-making support across all hotel departments.
- Handle escalated guest concerns and emergency situations.
- Conduct hotel walkthroughs to ensure cleanliness, safety, and service standards are maintained.
- Support team members throughout the hotel as operational needs arise.
Schedule Requirements
This position requires flexibility and availability to work:
- Morning and evening shifts
- Weekdays and weekends
- Holidays as required
- Overnight shifts as required
- Monday through Sunday based on business demands
The Front Desk Manager is expected to be available for regular weekend Manager-on-Duty coverage and to support the operation during peak occupancy periods.
Qualifications
- Minimum 2 years of hotel front office supervisory or management experience preferred.
- Experience with Hilton systems (OnQ, PEP, Kipsu, R&I, etc.) considered an asset.
- Strong leadership, communication, and problem-solving skills.
- Ability to work in a fast-paced hospitality environment.
- Excellent guest service and conflict resolution abilities.
- Strong organizational and time management skills.
- Proficiency with Microsoft Office and hotel property management systems.
What We Offer
- Free on-site parking
- Hilton Team Member Travel Program
- Career growth and development opportunities
- Supportive and team-oriented work environment
If you are passionate about hospitality, guest satisfaction, and team leadership, we encourage you to apply and become part of our Hampton Inn family.
Pay: From $50,000.00 per year
Benefits:
- Discounted or free food
- On-site parking
Work Location: In person
