Front Office Manager | Select Service | Hilton Garden Inn

Job Title: Front Office ManagerProperty: Hilton Garden Inn Oceanfront – 3315 Atlantic Avenue, Virginia Beach, VADepartment: Front OfficeEmployment Type: Full-Time | Exempt (Salaried)Reports To: Assistant General ManagerAbout Shamin HotelsShamin 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 — a high-energy, guest-focused environment where strong operational leaders make a measurable impact every single day.Our Values — TOPEverything we do is grounded in Teamwork, Ownership, and Passion. Our Front Office Manager models these values on the floor every day — 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.Team StructureReports to: Assistant General ManagerDirect reports: approximately 10 associatesTeam includes: 1 AM Supervisor, Guest Service Agents (GSAs), and a small valet teamNo bell servicePosition SummaryThe 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 — 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's financial health.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.What You'll DoGuest Experience and Floor PresenceMaintain a strong, visible presence at the front desk during peak periods — leading by example and setting the service standard in real time. This is a Guest-facing role. Personally engage with guests throughout the day, proactively resolving concerns before they escalateMonitor Hilton Stay Scores and online reviews; implement targeted action plans to drive measurable improvement deliverable to AGM Ensure arrivals are seamless — key packets prepared, rooms blocked correctly, VIPs and Hilton Honors members recognizedOwn the readiness of the front desk environment: supplies stocked, key systems functional, workspace organized and guest-ready at all timesTeam Leadership and AccountabilityLead, schedule, and develop associates including front desk and a valet teamAdminister progressive discipline consistently and fairly — documenting performance issues, issuing corrective action, and following through on accountability in partnership with HRConduct regular performance conversations and coaching sessions; set clear expectations and follow upSupport onboarding and training of new front office hires to brand and property standardsEnsure coverage continuity and consistent service delivery across all shiftsLabor and Financial ManagementManage front office labor to budget — forecast staffing needs accurately, build schedules that align with occupancy, and adjust in real time to avoid unnecessary overtimeMonitor and control department expenses including supplies, key inventory, and operational costs; flag variances early and course-correct proactivelyReview daily reports and financial summaries; ensure PEP accuracy and billing integrity across all transactionsPartner with the AGM on upsell programs and revenue optimization strategiesManage front office supply ordering within established par levels and budget guidelinesOperations and ComplianceEnsure full compliance with Hilton brand standards, Shamin Hotels policies, and front office SOPsOversee valet operations for safe vehicle handling, accurate ticketing, and smooth guest flowServe as Manager on Duty as assigned, including evenings, weekends, and high-demand periodsHandle escalated guest situations with professionalism, urgency, and full follow-throughResponsible for shift coverage, which may include overnight shiftsCompensation And BenefitsCompetitive salary commensurate with experienceHealth, dental, and vision benefitsHilton Team Member travel discount programPaid time offGrowth opportunities across Shamin Hotels' expanding Oceanfront RegionShamin Hotels is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.