Job Description - Front Office Team Lead (HOT0AW1N)
Job Number:HOT0AW1N
Work Locations:Hilton Garden Inn Umhlanga Arch, Umhlanga, Durban 500200
A Front Office Team Lead 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 Front Office Team Lead, you will supervise Reception operations and set departmental goals and targets to ensure a continuously improving customer service experience to Guests. The Front Office Team Lead 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 proceduresSupport Team Members in handling Guest requests and enquiries to ensure a positive outcomeEnsure the Front Office Supervisor is fully aware of any relevant feedback from Guests and/or other departmentsEnsure a consistent, high level of customer serviceBrief your team on any events or VIP guests in the hotel that dayDrive sales revenues and promote hotel services and facilities for up-selling opportunitiesUnderstand and apply correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policyAssist with the implementation and achievement of departmental targets and objectives, work schedules, budgets and policies and proceduresMonitor the appearance, standards and performance of the Front Office Team with an emphasis on training and teamworkEnsure Team Members have current knowledge of all room categories, room rates, packages, promotions, local area and other general product knowledge necessary to perform their dutiesDemonstrate positive leadership characteristics to inspire Team Members to meet and exceed standardsAct in accordance with the front of house equipment and the property management systemsConduct training programs on an ongoing basisCarry out shift handovers and brief team members as requiredFollow company brand standardsAssist other departments, as necessary, and maintain good working relationships with hotel Team Members What are we looking for? Front Office Team Lead's 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 teamsPrevious experience in a customer-focused industryPositive attitude and good communication skillsCommitted to delivering a high level of customer serviceAbility to work on your own or as part of a teamCompetent level of IT proficiencyIt 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? As South Africa's first Hilton Garden Inn, this internationally acclaimed hotel is ideally located within the business hub of the bespoke, mixed-use Umhlanga Arch Development only 20 minutes from King Shaka International Airport. Attracting both local and international travellers that can enjoy sub-tropical weather, incredible Blue Flag beaches, heritage and history, infinite nature and activities.
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!
Job:Guest Services, Operations, and Front Office
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