Why Tru by Hilton:
For 2025, Hilton is the #1 Best Company to Work For in the U.S. – our fourth time reaching this top honor. We first appeared on the Great Place to Work list in 2016 based on our commitment to our purpose and one another. We have since become the best hospitality company in the world and have earned over 600 awards, including over 65 #1 wins globally. These accolades are a direct result of the heart and soul we put into the work we do each day to serve our guests. 95% of Hilton employees say it is a great place to work, compared to 57% of employees at a typical U.S.-based company. Join our Tru by Hilton Spokane Valley team today to experience why!
Job Purpose:
The Front Office Manager is a key leader responsible for overseeing the front desk, night audit, and breakfast team. This position ensures day-to-day operations run smoothly and that guests experience exceptional service. This hands-on leadership role is responsible for driving guest satisfaction, maintaining compliance, and ensuring operational excellence. This role maintains high standards of professionalism and supports operations as needed.
Job Type:
Pay Range:
Benefits Available:
Duties & Responsibilities:
• Provide inspired leadership for the organization.
• Identify and address problems and opportunities for the company.
• Help promote a company culture that encourages top performance and high morale.
• Own guest satisfaction by consistently monitoring service quality and team performance.
• Respond to guest feedback, concerns, and complaints promptly, professionally, and with effective service recovery strategies.
• Monitor and manage guest feedback platforms and respond as appropriate to improve the hotel’s reputation.
• Conduct post-stay follow-ups or in-stay resolution outreach to ensure guest issues are resolved to satisfaction.
• Create a welcoming, proactive front of house culture that aligns with the values Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now to deliver exceptional service and support strong team performance.
• Supervise front desk, night audit, and breakfast team members; provide coaching, motivation, and support.
• Develop weekly team schedules based on occupancy forecasts and labor budgets.
• Regularly work Front Desk and Breakfast shifts.
• Respond to last-minute call-outs and scheduling issues with flexibility, including covering shifts if necessary.
• Train team members in Hilton brand standards, operational procedures, and guest service expectations.
• Conduct regular team meetings, performance check-ins, and corrective action plans when needed.
• Perform routine property inspections to ensure cleanliness, safety, and brand compliance in guest-facing and back-of-house areas.
• Ensure compliance with: Hilton Brand Standards, Company policies and operational guidelines, State and Local health, safety, and labor regulations.
• Address inspection findings promptly and document corrective actions.
• Use M3 and Hilton’s Reservation System for daily operations and reporting.
• Oversee Accounts Receivable, including invoicing, tracking outstanding balances, and ensuring timely payment processing.
• Process guest and third-party payments accurately and securely.
• Handle, reconcile, and safeguard all cash transactions, ensuring compliance with internal cash handling policies.
• Maintain the confidentiality and security of sensitive guest, employee, and financial information.
• Manage inventory levels for hotel, front desk and breakfast operations.
• Place supply orders in a timely and cost-effective manner.
• Monitor usage to prevent overstocking, waste, or shortages.
• Develop, implement, and review operational policies and procedures.
• Maintain an open line of communication with other departments and management.
• Other duties as assigned by management.
Direct Reports:
Front Desk and Breakfast Team Members.
Compensation details: 20-22 Hourly Wage
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