Hilton Los Angeles/Universal City

Job Description Job Description JOB OVERVIEW The Assistant Front Office Manager supports in overseeing the daily operations of the Front Office Department. This role is responsible for ensuring exceptional guest service, operational efficiency, team development, and compliance with hotel standards. Primary oversight includes Front Desk and PBX operations, while providing leadership and support to Bell Services, Concierge, Valet/Parking, and other guest service areas as needed. Such a position serves as a departmental leader, acting on behalf of Front Office leadership when required and ensuring a seamless guest experience throughout all stages of the stay. WHAT WE OFFER Pay rate: $70,304 annually Medical, dental, vision insurance 401(k) with company matching Complimentary Employee Meals Exclusive worldwide Hilton employee travel discount program and more DUTIES AND RESPONSIBILITIES Oversee daily Front Desk and PBX operations to ensure efficient and hospitable service Ensure accurate handling of reservations, check-ins, check-outs, billing, and payment transactions Resolve guest concerns and service recovery situations promptly and professionally Maintain high levels of guest satisfaction and support departmental service goals and quality standards Monitor guest feedback, satisfaction scores, and online reviews, implementing corrective actions as needed Serve as Manager on Duty (MOD) when assigned Supervise, coach, and support Front Office team members in their daily responsibilities Assist with recruitment, onboarding, training, scheduling, and performance management Conduct daily shift meetings and ensure adherence to departmental policies and procedures Support employee engagement, accountability, and professional development Assist with performance evaluations and disciplinary processes in accordance with company policies Ensure completion of required reports, logs, audits, and departmental documentation Monitor labor costs, overtime, attendance, meal compliance, and productivity standards Assist with departmental budgeting, expense control, and inventory management Maintain compliance with cash handling, credit card security, and financial procedures Partner with Housekeeping, F&B, Engineering, Reservations, Revenue Management, Sales, and other departments to ensure operational success Ensure compliance with hotel, brand, QA, AAA, safety, and sustainability standards Assist with emergency preparedness, security procedures, and risk management initiatives Represent the Front Office Department in the absence of the senior management QUALIFICATIONS AND REQUIREMENTS Education & Experience High school diploma or equivalent required; associate's or bachelor's degree in Hospitality Management, Business Administration, or related field preferred Minimum 2 years of Front Office supervisory experience in a full-service hotel environment required. Previous experience with hotel property management systems (PMS) and guest service operations required Required Skills/Abilities Strong leadership, communication, and interpersonal skills Demonstrated ability to manage multiple priorities in a fast-paced environment Sound judgment, problem-solving, and conflict resolution abilities Proficiency in hotel systems and Microsoft Office applications Ability to foster effective working relationships across departments Schedule The work schedule is based on the demands of the business you must be available days, nights, weekends, and/or holiday availability are required. Physical, Mental and Environmental & Technical Demands Fast-paced environment, multiple tasks to be handled under time constraint. Must be able to bend, crouch, kneel, and twist in the work area. The role involves frequent standing, walking, bending, kneeling, climbing, lifting, pushing, and pulling objects weighing up to 250lbs. often for extended periods. Must be able to maneuver around property. Must be able to sit for prolonged periods of time. Must be able to operate a computer, telephone, and copier. Must have manual dexterity to operate all office equipment. May include exposure to high levels of ambient noise for prolonged periods, and the employee must be able to perform essential job functions effectively in such conditions. Grooming All employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained as part of the orientation process. STANDARD SPECIFICATIONS Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests. A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship. The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This position is classified as (per the Fair Labor Standards Act). Sun Hill is an Equal Opportunity Employer committed to fostering a diverse, inclusive, and respectful workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, citizenship status, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws.