Front Office Team Leader

1 month ago


Putrajaya, Malaysia Doubletree by Hilton Putrajaya Lakeside Full time

As a Guest Service Executive, you will supervise the Front Office Team to ensure exceptional guest experiences from check-in to check-out.

Key responsibilities include:

  • Assigning and instructing Guest Service Agents, Operators, and Bell Attendants on work details
  • Managing front desk operations, including room and rate availability, and making decisions in the best interest of the hotel
  • Assisting staff with questions and requests, and resolving customer complaints through thorough investigation and effective resolution
  • Preparing and conducting daily pre-shift meetings, communicating effectively with staff, and providing necessary information for guest service
  • Performing other duties assigned by the Front Office Manager or Assistant Front Office Manager
  • Responding promptly to guest requests for a supervisor or manager
  • Ensuring a detailed handover between shifts, including business volume, special guests, tasks to be clarified or completed, and special events
  • Ensuring a high level of product knowledge of the hotel and local area, and staying informed about hotel events
  • Providing fast, efficient, and friendly check-in and check-out experiences for customers
  • Handling customer queries and requests in a polite and efficient manner, maintaining a high level of customer service
  • Coordinating group arrivals and departures
  • Creating a positive and motivating work environment, and participating in training courses to develop skills
  • Receiving payments and posting them correctly in the computer
  • Having detailed knowledge of fire, safety, and evacuation procedures, and being able to work independently on the Executive Floor

Hilton is a leading global hospitality company, offering a range of accommodations and services to business and leisure travelers. As a Guest Service Executive, you will be part of a team dedicated to providing exceptional guest experiences and maintaining the highest standards of hospitality.

Requirements:

  • Ability to effectively deal with internal and external customers, requiring patience, tact, and diplomacy
  • Basic mathematical skills and ability to operate a calculator accurately
  • Ability to listen effectively and comprehend the English language
  • Ability to see and hear to observe and detect signs of emergency situations

Hilton's vision is to "fill the earth with the light and warmth of hospitality," creating remarkable experiences for guests around the world every day.


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