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. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
An Assistant Front Desk Manager with Conrad Hotels and Resorts is responsible for the overall daily operations of the Front Desk in check in and checks out including groups, VIPs and overseeing the availability of rooms.
What will I be doing?
As an Assistant Front Desk Manager, you are the first point of contact for dealing with all in house guest’s feedback. The position predominately involves face-to-face contact with Guests and represents Senior-level hotel management in their absence. Specifically, the Duty Manager will perform the following tasks at the highest level of service:
- Be available in the Front Desk area at all times to attend to matters, which require a decision to be made.
- Monitor the conduct and performances of all Front Desk, Groups and Telephone staff at work and report findings to the head of the department concerned for follow up.
- Monitor and ensure the cleanliness of the Front Desk area.
- Assist and coach staff in dealing with special requests and complaints.
- Ensure all house set up for the day’s arrivals are accurate and timely completed.
- Be aware of VIPs arrivals and departures together with the Guest Experience team.
- Ensure sufficient staffing at the desk to meet the activities for the day at the desk.
- Ensure that all Guest complaints are handled promptly and completely.
- Ensure new staffs are coached and has proper buddy in their Job skills training period.
- Recommend training opportunities and submit department monthly training schedule.
- Ensure that all house rules and regulations are adhered to.
- Assisting the Front Office Manager in conducting confirmation and yearly performance appraisal of staffs.
- Review Guest feedback from SALT and any other forms of feedback with staff and take corrective measures with staff concerned.
- Leverage on Artificial Intelligence (AI) / technology such as Kipsu, SALT and Synergy to proactively meet customers’ needs while shape culture and processes for innovation and continuous improvement.
- To ensure that the agreed standards of appearance and presentation are maintained at the Front Desk at all times.
- Ensure Brand standards are adhered by all staff by conducting audit
- Demonstrate thorough knowledge of all credit procedures and ensure they are applied properly.
- Offer current knowledge on all hotel products, services, policies, and emergency procedures
- Be aware of room availability and be ready to make decision for acceptance or refusal of lay-over business
- In charge of the hotel’s evening and night operation, representing the management
- Ensure the hotel’s night audit run daily and all public area are in order during the night.
- Be part of the hotel CERT team in emergency cases.
- The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
As a support to Front Office, the Assistant Front Desk Manager is to lead the team on a daily basis, establishing a positive first impression for our guests. This role will foster a culture of success through strong leadership and team dynamic that enables an elevated guest experience.
What are we looking for?
An Assistant Front Desk Manager 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:
- At least 3 years of Front Office experience in the luxury hotel, leisure, and/or retail sector
- Current knowledge (proof of valid qualifications required) of health, safety, and security procedures
- Calm, efficient, and the ability to work well under pressure in different situations
- Excellent inter-personal and communication skills
- Proficiency with Microsoft Word, Excel, and Outlook computer programs
- A passion for delivering exceptional levels of Guest service
- Meticulous grooming and presentation
- Ability to work on your own or as part of a team
- A relevant supervisory/management certificate/diploma or degree, preferred
