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From the Front Office: Front-Line Interview
Aaron Ide
Director of Front Office
Hilton New York (2,000 rooms)
New York, NY
Guests in a Large-Volume Hotel Need Attention Too!
Aaron received an undergraduate degree in hospitality business in 1998 but has worked in the
industry since he was 15 years old. He spent six years at the Waldorf-Astoria in a variety of rooms
division management positions and left that hotel as the front office manager. Currently, Aaron is
Double Exposur
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GUEST CHARGES, PAYMENT, AND CHECK-OUT
the director of front office operations at the Hilton in New York City. His responsibilities include
front office, guest service hotline, prearrivals, executive level, front services, concierge, and the-
ater and tour desks.
1. What are the most important responsibilities in your present position?
Motivating others and effectively managing and creating change within the work environment.
Keeping the staff “nonrobotic” and flexible to the ever-changing needs of the hotel and its guests.
2. What are the biggest challenges that you confront in your day-to-day work and in the long-