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Not stated
Work mode
On-site
Experience
Experienced
About the role
This role supports the Front Office Manager in running all front office operations, keeping costs in check and service standards high so guests are satisfied on every shift. You will coordinate the daily work of the front desk and concierge and provide frontline leadership. It suits someone with hotel front office experience who is comfortable supervising a team and stepping up when senior managers are away.
What you'll do
Give clear verbal and written direction to team members, watch their performance and encourage them to improve.
Drive departmental goals for yourself and the team and work together to meet them.
Train, supervise, evaluate, counsel and handle discipline for front office staff.
Watch lobby traffic and deploy team members where needed.
Review VIP bookings, make sure VIPs and groups are handled properly, arrange amenity orders and look after arriving guests.
Update the system by entering inventory and non-inventory groups, tracking special reservation requests and overseeing rate changes for in-house guests.
Study data and make decisions using daily and weekly forecasts of arrivals and departures.
Manage the front office team, settle guest concerns and put resolutions in place using your own judgement.
Lead and motivate the team by setting an example and applying consistent management practices.
Take charge of the hotel as Senior or Duty Manager when the Rooms Division Director or Front Office Manager is absent.
Cover night shift duties as Night Manager when that person is off duty.
Attend training when required.
Coach and mentor team members, run on-the-job training, reinforce standards and expectations and motivate the team towards targets.
Conduct performance development reviews and one-to-one meetings through the year, giving fair and unbiased feedback that supports improvement, following Hilton standards.
Take part in succession planning and developing high-potential team members so they are ready to move up.
Share new ideas and suggestions for improvements, being innovative to deliver quality service and care to team members and guests.
Run smooth induction and training for new team members so they reach the minimum standard and can do their jobs competently.
Create a warm welcome for guests so they feel at home on arrival.
Check guests in according to their reservation details, complete the registration card, confirm reservation information, ask about Hilton Honors and secure the payment method.
Handle complaints quickly and efficiently, take the right action and follow up to confirm the guest is satisfied.
Stay aware of guest profiles and preferences and make sure they are acted on for each reservation.
Be the first point of contact and liaison for VIP guests, treating them personally and recognising them as individuals.
Allocate rooms based on reservations, preferences and remarks, keeping a systemised and sales-focused approach to room inventory.
Promote Hilton Honors and
Requirements
Able to communicate effectively in speech and writing
Able to lead, train and supervise a front office team
Able to work night shifts when required
Able to make decisions using forecasts and data
Able to handle guest complaints and resolve issues
Knowledgeable about hotel facilities and local attractions
Apply on the company website
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