Front Office Supervisor Hilton Hotels

Position Purpose

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).

Duties & Key Responsibilities

Come to work every day with a smile on your face

Execute duties as assigned by the Guest Operations Manager and GM

Work within the FO team and carry out the same roles like our FO Hosts, but take on additional supervisor responsibilities

Be a role model for others concerning brand-specific behaviours and passionate, friendly guest service

Assist in providing a positive work environment to Front Office team members that allows everyone to thrive and fulfil their potential

Supervise 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 required

Regularly attend mandatory F&B service trainings to be ready to work shifts in F&B service if required. Duties of a FO Supervisor who is scheduled to work in F&B can also include the order-taking, delivery of any food and/or beverage items, and clearing of tables

Monitor Guest Feedback (SALT; Social Reviews) in every shift and initiate corrective actions immediately if necessary, to ensure positive guest experiences in our hotels at all times

Plan and train new and existing FO and F&B Hosts on processes, products, systems and brand-specific guest service delivery as per guidance of the FO Team Leader and Guest Ops Manager

Be a positive and very active contributor in meetings (e.g. Huddles) with the FO team to help achieve / maintain a high level of trust & engagement

Volunteer to participate in company campaigns such as Travel with Purpose and become an outstanding Brand Ambassador

• Every 6 months, rotate to a new Champion area (e.g. Hilton Honors, CleanStay, rostering) our supervisors are responsible for taking ownership of their specialist area and ensuring the hotel is meeting and exceeding expectations in relation to this
• Coach 2 4 guest experience team members, as assigned on a rotating six month schedule
• In regular (e.g., monthly) departmental leadership meetings, update HOD and/or Team Leader on the performance and progress of coachees and suggest development opportunities for them in the coming months
• On-board and supervise assigned coachee team members, ensuring execution of agreed development or performance improvement actions
• Demonstrate an awareness of guest priorities, anticipate needs, build rapport and resolve guest problems very quickly and in a brand-specific manner
• Close guest transactions in FO effectively, solicit feedback, and deliver a memorable brand-specific goodbye (Check out)
• Provide constructive suggestions/feedback to the GOM and FO Team Leader on products and processes