Front Office Supervisor Jobs

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

The Front Office Supervisor provides leadership and guidance to Front Desk staff during the assigned shift to ensure that consistent quality service is provided.

What will I be doing?

As the Front Office Supervisor, you will be responsible for performing the following tasks to the highest standards:

• 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.
• Up to date with information on facilities, attractions, places of interest, sights and activities in and around the hotel.
• Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations. In the absence of the Guest Relations Manager, be a part of the Fire Team and take action accordingly.
• Adhere strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.
• Complete reports where and when requested, ensuring that they are complete and delivered on time to the respected parties.
• Act as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
• Conduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members.
• 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.
• Manage desk, resolve guest concerns, handles emergencies and other challenges that may occur during the assigned shift, implementing resolutions by using discretion and judgment.
• Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
• Maintain safety deposit boxes, ensuring that guests’ valuables are safe and secure at all times.
• Manage costs effectively by minimizing and controlling expenses.
• 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.
• Check registration cards, meetings and functions information, billing instructions, financial records and reservation backups to ensure that all information received is acted upon.
• Ensure communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.
• Maintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation.
• 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.
• Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.
• Communicate effectively both verbally and in writing to provide clear directions to staff.
• 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.
• 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.
• Maintain discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labor Law and HR guidelines.
• Ensure that guests are escorted to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.
• Listen to and understand requests, issues and situations from both guests and team members.
• Work varying schedules to reflect the business needs of the hotel due to the cyclical nature of the hospitality industry.
• Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.
• Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
• Support and motivate front desk team members by leading by example and employing competent and consistent management practices.
• Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.
• Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.
• Regular attendance in conformance with the standards established by Hilton from time to time.
• 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.
• 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.
• 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.
• Allocate room in accordance to the guests’ reservations, preferences and remarks, maintaining a systemized and sales focused approach to room inventory management.
• Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.
• Assign and instruct Guest Service Agents in the details of work, observing their performance and encouraging improvements.
• Keep up to date and aware of competitor activities in order to be proactive and create market advantage.
• Ensure that the front desk is kept stocked and maintained with requisitions and that par levels are maintained, and stock tracked.
• Attend training where and when required.
• Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice.
• Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager or Guest Service Manager to follow-up where appropriate.
• Adhere to the company’s credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third-party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
• Ensure that the Assistant Front Desk and Guest Service Managers are kept aware and up to date with operational issues.
• Use creative management skills to solve guest and team member problems, ensuring compliance with company standards to ensure consistent high-quality guest relations.
• Follows-up with all guests to ensure satisfaction with problem resolutions.
• Ensure that guests’ profiles and information is input into the Police Report system in a timely and accurate way.
• 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.
• Familiar with and master the Front Desk system.
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
• Handle guest relocations as required.
• Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhere to Hilton brand standards and ensuring that guests receive value for money.
• Carry out any other reasonable duties and responsibilities as assigned.
• Supervise Front Desk staff to ensure smooth and efficient operation during the assigned shift.
• 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.

What are we looking for?

A Front Office 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 work under pressure and deal with stressful situations during busy periods.
• 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.
• 2 to 3 years of related working experience preferred.
• Able to access and accurately input information using a moderately complex computer system, including Hilton property management systems.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

Work Locations

Hilton Bali Resort, Indonesia

Schedule

Full-time

Brand

Hilton Hotels & Resorts

Job

Guest Services, Operations, and Front Office