Front Office Manager
5 days ago
Hilton isn't just a place to work. With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget.
**And, we strongly believe that our Team Members are more than just "employees".**
**Thrive at Hilton**
embraces our diversity and provides a way of living, helping our Team Members build a strong foundation for health and well-being, seeking lifelong learning and mindful leadership, dreaming and connecting with a
**Purpose**
, and creating the most optimal work experience for them as an individual.
**Go Hilton**
, our leisure travel discount programme, is designed exclusively to ensure that our Team Members get to experience the same Hilton Hospitality when they are travelling at a discounted rate. Eligible Team Members and their authorized family and friends can take advantage of special room rates and other perks.
**Join us now and enjoy the Hilton experience for yourself.**
The Front Office Manager is concerned with the strategic management of the Front Office department following Hilton brand standards, policies and procedures. This role is responsible for the operation of all Front Desk operations, the Transportation team, Concierge, and telephone service centre.
**What will I be doing?**
As the Front Office Manager, you will be responsible for performing the following tasks to the highest standards:
- Maintain high customer service focus by approaching your job with the customers always in mind.
- Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
- Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
- Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
- Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
- Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
- Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
- Actively seek verbal feedback from customers and team members at every opportunity.
- Agree and implement actions to make improvements to customer service.
- Positively dealing with and learn from customer complaints and comments with follow-up and feedback to the Director of Operations.
- Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
- Be available to assist on duty in the hotels during any busy days or special events.
- Maintain a presence in the lobby setting the example for team members for guest service.
- Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before the guests ask.
- Have detailed knowledge of Hilton departmental standards, explaining the standards to the team and training each team member individually with specific job skills checklists that relate to their responsibilities.
- Assess team members' performance against standards.
- Monitor standards through regular standards review checks.
- Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
- Implement and follow through with improvements identified.
- Demonstrate positive leadership characteristics which inspire team members to meet and exceed standards.
- Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy and external events, promotions etc.).
- Communicate effectively with Housekeeping, groups and tours about any in-house group holding catering events, ensuring direct liaison with group leaders upon arrival for special requests.
- Describe, assign and delegate duties and authority for the operation of the department at all times.
- Understand the situation in other departments and their implications for your own department.
- Plan ahead and ensure adequate resources are available.
- Coordinate with the Housekeeping department to ensure cleaning is followed-up, ensuring that follow-up procedures are maintained.
- Ensure that the shift is reviewed, handovers and briefings are carried out.
- Maintain in-depth technical knowledge and skills required for the job.
- Maintain guest histories to assist with returning guests.
- Establish good communication with the Housekeeping team.
- Attend and participate in regular operational and hotel meetings.
- Ensure that supplier liaison with the Purchasing team ensures maximum support with regards to sponsorship, marke
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