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

EOE/AA/Disabled/Veterans

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:

• 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

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• A relevant supervisory/management certificate/diploma or degree

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 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!