Front Desk Supervisor

Job Description - Front Desk Supervisor (HOT0BEEJ)Job Number:HOT0BEEJWork LocationsHilton Auckland Hotel, Princes Wharf, 147 Quay Street, Auckland 1010The Front Desk 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 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.Manage desk, resolve guest concerns, handle emergencies and other challenges that may occur during the assigned shift.Greet customers immediately with a friendly and sincere welcome.Listen to and understand requests, issues and situations from both guests and team members.Regular attendance in conformance with the standards established by Hilton.Work varying schedules to reflect the business needs of the hotel.Support and motivate front desk team members by leading by example.Actively take part in training the team, supporting and leading formal training sessions.Attend training where and when required.Act as a coach and mentor to team members, reinforcing standards and expectations.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.Contribute to the hotel and team by sharing new ideas and suggestions for improvements.Responsible for the smooth induction and facilitation of training for new team members.Create a warm and welcoming arrival for guests.Check-in guests in accordance with their reservation details.Ensure that guests are escorted to their rooms and luggage is delivered promptly.Handle complaints promptly and efficiently.Follow up with all guests to ensure satisfaction with problem resolutions.Maintain awareness of guests' profiles and specific preferences.Act as the first point of contact and liaison for VIP guests.Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.Promote Hilton Honors and its associated benefits to guests.Allocate room in accordance to the guests' reservations.Ensure that guests' profiles and information is input into the Police Report system accurately.Apply Hilton brand standards in every action.Maintain communication, coordination and cooperation between the front desk and other departments.Ensure Front Desk equipment and systems are functioning at all times.Conduct daily briefings, shift handovers, and attend meetings.Ensure that day-to-day functions of the front desk are completed.Check registration cards and billing instructions for accuracy.Complete reports where and when requested.Maintain stock levels at the front desk.Adhere to the hotel selling strategy of Demand Based Pricing.Comply with Health & Safety, Emergency Management, and Fire procedures.Maintain safety deposit boxes for guests' valuables.Follow-up on outstanding accounts to ensure no loss of revenue.Maintain the efficiency of departure by checking all guests' folios.Manage costs effectively by minimizing and controlling expenses.Handle guest relocations as required.Familiar with and master the Front Desk system.Carry out any other reasonable duties as assigned.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.Able to access and accurately input information using a moderately complex computer system.Good interpersonal skills to provide overall guest satisfaction.Basic mathematical comprehension.Able to effectively deal with internal and external customers.Able to work under pressure.2 to 3 years of related working experience preferred.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 to extended-stay suites.
Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.ScheduleFull-timeBrand: Hilton Hotels & ResortsJobGuest Services, Operations, and Front Office
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