What will you be doing
As the Front Desk Supervisor, you will be responsible for providing leadership and guidance to the Front Desk team during your shift to ensure smooth operations and consistent service. Your main duties include:
- Supervision & Leadership: Oversee Front Desk staff, providing clear instructions and guidance to ensure smooth operations during the shift. Use your management skills to solve guest and team member issues and maintain a high standard of guest relations.
- Guest Service: Greet guests with a friendly and welcoming attitude, resolve guest concerns promptly, and follow up to ensure satisfaction with the resolution. Act as the primary point of contact for VIP guests, ensuring they receive personalized service.
- Team Management: Actively train, coach, and mentor Front Desk team members, ensuring they adhere to Hilton standards. You will also be responsible for staff induction and on-the-job training.
- Operational Oversight: Ensure Front Desk systems are functioning correctly, that the area is organized, and that the team adheres to all policies, including cash handling and billing instructions.
- Room Assignments & Preferences: Allocate rooms based on guests reservations and preferences, and ensure guest profiles are up to date. Handle room changes and relocations as necessary.
- Communication & Coordination: Ensure effective communication between the Front Desk and other departments (e.g., Housekeeping, F&B, Accounts) to ensure seamless service and operations.
- Reporting & Administrative Tasks: Prepare reports as required and ensure all documentation is completed on time and accurately. Monitor and maintain stock levels at the Front Desk and ensure that equipment is operational.
- Health & Safety: Adhere to all health, safety, and emergency procedures, ensuring that all staff are aware of and comply with regulations. In the absence of the Guest Relations Manager, be part of the Fire Team.
- Revenue Management: Ensure that the hotel's pricing and sales strategies are adhered to, maximizing revenue while maintaining rate integrity. Monitor and manage outstanding accounts and payments to secure revenue.
What are we looking for
A Front Desk Supervisor serving Hilton Brands should possess the following qualities:
- Leadership Skills: The ability to supervise, motivate, and train a team while ensuring adherence to Hilton standards.
- Customer Service Excellence: A strong focus on guest satisfaction, with the ability to handle complaints and resolve issues promptly.
- Operational Knowledge: Familiarity with Front Desk systems and procedures, along with an understanding of room allocation, billing, and inventory management.
- Attention to Detail: Accuracy in handling guest information, financial transactions, and operational tasks.
- Problem-Solving Abilities: Ability to resolve challenges with discretion and sound judgment.
- Communication Skills: Effective communication with guests and team members, both verbally and in writing.
- Teamwork & Cooperation: Ability to work with other departments to ensure smooth operations and service delivery.
- The Front Desk Supervisor is a critical role within the hotel, requiring both operational expertise and the ability to lead and motivate a team to provide excellent guest service. This role is ideal for individuals who enjoy a dynamic, fast-paced environment and have a strong commitment to service excellence.
