Job Title :

Front Desk Manager

Work Location :

Hilton Istanbul Bomonti Hotel & Conference Center

Department :

Front Office

Reporting To :

Assistant Front Office Manager (AFOM)

Responsibilities

What will I be doing?

The Front Desk Manager is responsible for the effective day-to-day operation of the Front Desk, ensuring an exceptional guest experience from arrival through departure while maintaining Hilton brand standards, operational excellence and commercial performance.

Reporting directly to the Assistant Front Office Manager (AFOM), the Front Desk Manager works at the same management level as the Duty Managers and Night Managers and is responsible for leading the Front Desk operation during assigned shifts.

The role provides visible leadership in the lobby, coaches and develops Front Desk Team Members, ensures consistent execution of Hilton standards and takes ownership of guest satisfaction, operational efficiency and departmental performance.

Specifically, you will be responsible for performing the following tasks to the highest standards:

Front Desk Operations

• Manage daily Front Desk operations, arrivals, departures and in-house services. 
• Ensure compliance with Hilton standards, SOPs, service rituals and OnQ procedures. 
• Coordinate room availability, assignments and inventory with relevant departments. 
• Ensure accurate registration, billing, payments, deposits and key control. 
• Monitor staffing, shift handovers and operational performance. 
   

Guest Experience & Service Excellence

• Deliver exceptional guest service throughout the guest journey. 
• Manage guest complaints, service recovery and complex situations. 
• Ensure VIP, Hilton Honors and regular guests receive personalized recognition. 
• Monitor guest feedback and drive continuous improvement. 
   

Lobby Host & Guest Engagement

• Lead and monitor the Lobby Host program. 
• Ensure proactive guest engagement and early identification of potential concerns. 
• Follow up on guest issues and ensure timely resolution. 
   

Kipsu & Digital Communication

• Monitor and manage guest communications through Kipsu. 
• Ensure timely responses, follow-up and effective service recovery. 
• Identify recurring requests and communication trends. 
   

HotSOS & Operational Follow-Up

• Monitor Front Desk requests entered into HotSOS.  
• Ensure timely follow-up and closure of guest requests. 
• Escalate delayed or unresolved issues appropriately. 
   

Hilton Honors

• Support Hilton Honors enrollment and member engagement targets. 
• Coach Team Members on effective enrollment and recognition. 
• Ensure consistent delivery of member benefits and personalized experiences. 
   

Guest Satisfaction & Service Recovery

• Monitor guest satisfaction results and identify improvement opportunities. 
• Take ownership of escalated complaints and service recovery. 
• Identify root causes of recurring issues and implement corrective actions. 
• Empower Team Members to resolve concerns within their authority. 
   

Upselling & Commercial Performance

• Drive room upgrades and Front Desk upselling opportunities. 
• Coach Team Members on products, room types and upgrade opportunities. 
• Monitor performance and support departmental revenue targets. 
   

Guest Recognition & Name Mentions

• Encourage personalized guest interactions and memorable experiences. 
• Monitor guest name mentions and recognize strong performance. 
   

Quality Assurance & Hilton Standards

• Ensure compliance with Hilton brand standards and hotel SOPs. 
• Maintain operational readiness for QA inspections. 
• Monitor quality results and support corrective action plans. 
   

Cash, Billing & Compliance

• Ensure compliance with cash handling, payment and billing procedures. 
• Monitor guest account accuracy and resolve discrepancies. 
• Maintain controls regarding keys, guest information and confidential data. 

• Report operational, security and compliance issues immediately. 

Qualifications

What's in it for me?

• Previous Front Desk supervisory or management experience in a 4- or 5-star hotel environment.

• Strong knowledge of Front Office operations.

• Previous experience with Hilton OnQ is required.

• Strong guest service and communication skills.

• Demonstrated ability to lead, coach and develop Team Members.

• Strong problem-solving and decision-making skills.

• Commercial awareness and understanding of upselling principles.

• Ability to manage multiple priorities in a fast-paced hotel environment.

• Strong interpersonal and communication skills.

• Excellent English communication skills; additional languages are an advantage.

• Professional appearance and strong grooming standards.

• Flexibility to work shifts, weekends and public holidays as required.

Specifically, we look for demonstration of these Hilton Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now -  We operate with a sense of urgency and discipline.

Join an Award-Winning Workplace Culture
At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality. Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel. Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical. Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.