Front Desk Shift Leader

The Front Desk Team Leader is responsible for the strategic management of the Front Office department following Hilton brand standards, policies and procedures. The role involves maintaining high customer service focus, resolving issues, and promoting the services and facilities of Hilton hotels to guests and suppliers.

Requirements

• Maintain high customer service focus
• Have a positive impact, taking personal responsibility and initiative to resolve issues
• Be flexible, responding quickly and positively to changing requirements
• Maintain high team focus by showing cooperation and support to colleagues
• Actively promote the services and facilities of Hilton hotels to guests and suppliers
• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace
• Agree and implement actions to make improvements to customer service
• Coordinate with the Housekeeping department to ensure cleaning is followed-up
• Maintain guest histories to assist with returning guests
• Attend and participate in regular operational and hotel meetings
• Communicate goals to the team
• Provide city information to guests
• Be proactive towards guests, assisting them with any reasonable requests
• Ensure the shift is reviewed, and handovers and briefings are carried out
• Getting members of the team to work cooperatively with others
• Create an environment where “everyone sells”
• Keep the team up to date about departmental, hotel and company activities through regular communication meetings and memos
• Plan ahead and ensure adequate resources are available
• Set and agree to departmental objectives for self and team
• Attempt to communicate with guests in guest’s native language if applicable
• Have complete knowledge of operational systems at the Front Office
• Carry out any other reasonable duties and responsibilities as assigned

Benefits

• Competitive salary
• Benefits package
• Opportunities for career advancement