Front Office Supervisor - Hilton
Detalhes do emprego
Front Office Supervisor Position Purpose To be a passionate host and highly collaborative member of the Guest Operations team, assisting the Front Office Team Leader and Guest Operations Manager in leading the department, developing a high performing guest operations team, and delivering brand-specific customer experiences (mainly in FO but also across Guest Operations). Duties & Key Responsibilities
- Come to work every day with a smile on your face
- Execute duties as assigned by the Guest Operations Manager and GM
- Work within the FO team and carry out the same roles like our FO Hosts, but take on additional ‘supervisor' responsibilities
- Be a role model for others concerning brand-specific behaviours and passionate, friendly guest service
- Assist in providing a positive work environment to Front Office team members that allows everyone to thrive and fulfil their potential
- Supervise and support FO Hosts in delivering outstanding, brand unique customer service in all shifts (early, late, night)
- Be willing to roll up your sleeves and help in other departments during busy periods and as required
- Regularly attend mandatory F&B service trainings to be ready to work shifts in F&B service if required. Duties of a FO Supervisor who is scheduled to work in F&B can also include the order-taking, delivery of any food and/or beverage items, and clearing of tables
- Monitor Guest Feedback (SALT; Social Reviews) in every shift and initiate corrective actions immediately if necessary, to ensure positive guest experiences in our hotels at all times
- Plan and train new and existing FO and F&B Hosts on processes, products, systems and brand-specific guest service delivery as per guidance of the FO Team Leader and Guest Ops Manager
- Be a positive and very active contributor in meetings (e. g. Huddles) with the FO team to help achieve / maintain a high level of trust & engagement
- Volunteer to participate in company campaigns such as Travel with Purpose and become an outstanding Brand Ambassador
- Every 6 months, rotate to a new ‘Champion' area (e.g. Hilton Honors, CleanStay, rostering) - our supervisors are responsible for taking ownership of their specialist area and ensuring the hotel is meeting and exceeding expectations in relation to this
- Coach 2 - 4 guest experience team members, as assigned on a rotating six month schedule
- In regular (e.g., monthly) departmental leadership meetings, update HOD and/or Team Leader on the performance and progress of ‘coachees' and suggest development opportunities for them in the coming months
- On-board and supervise assigned ‘coachee' team members, ensuring execution of agreed development or performance improvement actions
- Demonstrate an awareness of guest priorities, anticipate needs, build rapport and resolve guest problems very quickly and in a brand-specific manner
- Close guest transactions in FO effectively, solicit feedback, and deliver a memorable brand-specific goodbye (Check out)
- Provide constructive suggestions/feedback to the GOM and FO Team Leader on products and processes
- Front Office experience in the hotel, leisure, and/or retail sector
- Strong commercial/business awareness and demonstration of sales capabilities
- Calm, organized work ethic with the ability to prioritize and meet deadlines
- Excellent supervisory, inter-personal, and communication skills
- A passion for delivering exceptional levels of Guest service
- A relevant supervisory/management certificate/diploma or degree
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