Job Description - Front Desk Supervisor (HOT0AZHE)
Work LocationsHampton by Hilton Sandton Grayston
Corner W Rd N and Grayston Drive
Johannesburg 2001
A Front Desk Supervisor supervises the activities managed at the hotel front desk, including check-in/check-out, guest requests, concierge services, and promotion of in-house activities.
What will I be doing?
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 as well as Food & Beverage):
Come to work every day with a smile on your faceExecute duties as assigned by the Guest Operations Manager and GMWork within the FO team and carry out the same roles like our FO Hosts, but take on additional 'supervisor' responsibilitiesBe a role model for others concerning brand-specific behaviours and passionate, friendly guest serviceAssist in providing a positive work environment to Front Office team members that allows everyone to thrive and fulfil their potentialSupervise 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 requiredRegularly attend mandatory F&B service trainings to be ready to work shifts in F&B service if requiredMonitor Guest Feedback (SALT; Social Reviews) in every shift and initiate corrective actions immediately if necessaryPlan and train new and existing FO and F&B Hosts on processes, products, systems and brand-specific guest service deliveryBe a positive and very active contributor in meetings (e.g. Huddles) with the FO team to help achieve / maintain a high level of trust & engagementVolunteer to participate in company campaigns such as Travel with Purpose and become an outstanding Brand AmbassadorEvery 6 months, rotate to a new 'Champion' area (e.g. Hilton Honors, CleanStay, rostering)Coach 2 – 4 guest experience team members, as assigned on a rotating six month scheduleIn regular (e.g., monthly) departmental leadership meetings, update HOD and/or Team Leader on the performance and progress of 'coachees'On-board and supervise assigned 'coachee' team membersDemonstrate an awareness of guest priorities, anticipate needs, build rapport and resolve guest problems quicklyClose guest transactions in FO effectively, solicit feedback, and deliver a memorable brand-specific goodbyeProvide constructive suggestions/feedback to the GOM and FO Team Leader on products and processesWhat are we looking for?
A Front Desk 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 sectorStrong commercial/business awareness and demonstration of sales capabilitiesCalm, organized work ethic with the ability to prioritize and meet deadlinesExcellent supervisory, inter-personal, and communication skillsA passion for delivering exceptional levels of Guest serviceWhat 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.
JobGuest Services, Operations, and Front Office
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