FRONT OFFICE TEAM LEADER
Job Description
<strong>Position Purpose</strong><p><br></p>To a) assist the Guest Operations Manager in inspirationally leading and managing the Front Office team, b) drive our Hilton Honors enrolments as well as the generation of rooms revenue, and c) achieve highest levels of guest satisfaction by providing an efficient, brand-specific, friendly and hospitable arrival and departure experience.<p><br></p><strong>Duties & Key Responsibilities</strong><p><br></p><ul><li> Execute duties as assigned by the Guest Operations Manager & General Manager</li><li> Be the main point of contact for all assigned TMs, and the link to the Guest Operations Mgr</li><li> Support Guest Operations Manager in interviewing and selecting FO Supervisors and Hosts</li><li> Support Guest Operations Manager in scheduling the FO team.</li><li> Organise and provide regular Front Office training (incl. Systems) for all F&B Guest Service Agents (task to be potentially delegated to a FO SV)</li><li> Provide a positive work environment to Front Office team members that allows everyone to thrive and fulfil their potential</li><li> Ensure that all Front Office TMs understand the purpose of their role and are equipped with the training and tools required to deliver great brand-specific guest experiences</li><li> Plan and conduct training on how to enrol Hilton Honors members, and motivate team members to meet the enrolment target (task to be potentially delegated to a FO SV)</li><li> Plan and coordinate TM tasks and monitor the quantitative and qualitative output of your team</li><li> Coach Supervisors and ensure they are assigned to their Team Members and champion responsibilities as required every 6 months</li><li> Oversee all front office systems, room reservations, and supplies inventory as well as night audit systems</li><li> Ensure compliance with brand standards to achieve consistently high quality guest service during all FO shifts, living up to the brand at all times</li><li> Hold pre and post shift briefs with the FO team and ensure learning is applied during the next shift.</li><li> Support the overall management of the hotel by establishing effective working relationships with all other departments, ensuring a high level of cross departmental collaboration.</li></ul><p><br></p><strong>What are we looking for?</strong><p><br></p>Front Office Supervisor Interns serving Hilton brands are 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:<p><br></p><ul><li>Previous experience in a customer-focused industry</li><li>Positive attitude and good communication skills</li><li>Commitment to delivering a high level of customer service</li><li>Ability to work on your own and as part of a team</li></ul><p><br></p><strong>What will it be like to work for Hilton?</strong><p><br></p>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 travelers 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!<p><br></p><strong>Work Locations</strong><p><br></p>Hampton Inn by Hilton Neom<p><br></p><strong>Schedule</strong><p><br></p>Full-time<p><br></p><strong>Brand</strong><p><br></p>Hampton by Hilton<p><br></p><strong>Job</strong><p><br></p>Guest Services, Operations, and Front Office
