What will I be doing?
As the Front Desk Supervisor, you will be responsible for performing the following tasks to the highest standards:
- Supervise Front Desk staff to ensure smooth and efficient operation during the assigned shift.
- Communicate effectively both verbally and in writing to provide clear directions to staff.
- Assign and instruct Guest Service Agents in the details of work, observing their performance and encouraging improvements.
- Use creative management skills to solve guest and team member problems, ensuring compliance with company standards to ensure consistent high-quality guest relations.
- Manage desk, resolve guest concerns, handles emergencies and other challenges that may occur during the assigned shift, implementing resolutions by using discretion and judgment.
- Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice.
- Listen to and understand requests, issues and situations from both guests and team members.
- Regular attendance in conformance with the standards established by Hilton from time to time.
- Work varying schedules to reflect the business needs of the hotel due to the cyclical nature of the hospitality industry.
- Support and motivate front desk team members by leading by example and employing competent and consistent management practices.
- Actively take part in training the team, supporting and leading formal training sessions and focusing on on-the-job training to ensure that all team members are of the same standard.
- Attend training where and when required.
- Act as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
- Maintain discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labor Law and HR guidelines.
- Be involved with the development of high potential team members to ensure that all team members are trained to progress to the next level of their career.
- Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
- Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their jobs and know what is expected of them.
- Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
- Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honors and Frequent Flyer numbers enquired, and method of payment is secured.
- Ensure that guests are escorted to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.
- Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager or Guest Service Manager to follow-up where appropriate.
- Follows-up with all guests to ensure satisfaction with problem resolutions.
- Maintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation.
- Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
- Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.
- Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
- Allocate room in accordance to the guests’ reservations, preferences and remarks, maintaining a systemized and sales focused approach to room inventory management.
- Ensure that guests’ profiles and information is input into the Police Report system in a timely and accurate way.
- Apply Hilton brand standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.
- Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.
- Up to date with information on facilities, attractions, places of interest, sights and activities in and around the hotel.
- Ensure communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.
- Maintain hotel systems to ensure accuracy of information and data, and that it is easy to use and operate, in an organized and systemized way.
- Ensure that the Front Desk equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.
- Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.
- Conduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members.
- Ensure that the Assistant Front Desk and Guest Service Managers are kept aware and up to date with operational issues.
- Ensure that the day-to-day functions of the front desk are completed, including but not limited to Guest Service Manager’s checklists, trace reports, credit limit checks, online back-ups, allocation of rooms, Lost Interface, Pay-Masters, discount and rate discrepancies, and registration cards.
What are we looking for?
A Front Desk Supervisor serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
- Able to read, write, speak and understand the English language to communicate effectively with guests and employees.
- Able to access and accurately input information using a moderately complex computer system, including Hilton property management systems.
- Good interpersonal skills to provide overall guest satisfaction.
- Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
- Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyse accurate information and resolve conflicts.
- Able to work under pressure and deal with stressful situations during busy periods.
- 2 to 3 years of related working experience preferred.
