Assistant Front Office Manager

Overview

• A Shift Leader / Assistant Front Office Manager supervises Reception operations and sets departmental goals and targets to ensure a continuously improving customer service experience to Guests.
• What will I be doing?
• As Shift Leader / Assistant Front Office Manager, you will supervise Reception operations and set departmental goals and targets to ensure a continuously improving customer service experience to Guests.
• The Shift Leader / Assistant Front Office Manager interacts with Guests and contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
• Supervise accurate and efficient Reception operations including check in/out procedures
• Support Team Members in handling Guest requests and enquires to ensure a positive outcome
• Ensure the Front Office Manager is fully aware of any relevant feedback from Guests and/or other departments
• Ensure a consistent, high level of customer service
• Brief your team on any events or VIP guests in the hotel that day
• Drive sales revenues and promote hotel services and facilities for up-selling opportunities
• Understand and apply correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
• Assist with the implementation and achievement of departmental targets and objectives, work schedules, budgets and policies and procedures
• Monitor the appearance, standards and performance of the Front Office Team with an emphasis on training and teamwork
• Ensure Team Members have current knowledge of all room categories, room rates, packages, promotions, local area and other general product knowledge necessary to perform their duties
• Demonstrate positive leadership characteristics to inspire Team Members to meet and exceed standards
• Act in accordance with the front of house equipment and the property management systems
• Conduct training programs on an ongoing basis
• Carry out shift handovers and brief team members as required
• Follow company brand standards
• Assist other departments, as necessary, and maintain good working relationships with hotel Team Members
• What are we looking for?
• Shift Leader / Assistant Front Office Managers 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:
• Experience supervising people and leading teams
• Previous experience in a customer-focused industry
• Positive attitude and good communication skills
• Committed to delivering a high level of customer service
• Excellent grooming standards
• Ability to work on your own or as part of a team
• Competent level of IT proficiency
• It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
• Previous experience in a hotel environment
• 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!

Brand