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.
The Front Desk 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.
What will I be doing?
As the Front Desk Manager, you will be responsible for performing the following tasks to the highest standards:
- Familiar with and understand the front desk system, assisting staff to solve problems in the system.
- Able to perform all Front Desk Agent Tasks. Ie. check-in and check out guests in accordance to brand standards.
- Take on Duty Manager shift in the event Assistant Front Desk Managers are not available.
- Adhere strictly to standard cash handling procedures, be sure to understand float balancing procedures and managing cash, credit card transactions, all other forms of payment correctly.
- Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive, with a positive, clear speaking voice, listen and understand requests, respond with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc.
- Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions.
- Actively take part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities.
- Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
- Conduct daily training, coaching and guidance accordingly to new team members, to provide evaluation to team members when required
- Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis.
- Take on an active role in ensuring effective communication and work as a team in order to reach goals and targets with other Front Office departments.
- Effectively communicate and coordinate with various departments such as F&B, Engineering, Finance, Housekeeping, Sales, and external parties.
- Handle complaints promptly and efficiently, taking the necessary action, and handing over any follow-up where appropriate to the next Manager on Duty.
- Follow-up with all guests to ensure satisfaction with problem resolution.
- Maintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation.
- Ensure that VIP guests are treated personally and recognized as an individual.
- Coordinate with Guest Relations and In Room Dining to arrange in-room amenity set-ups according to VIP level and for special occasions – e.g. Birthdays and Honeymoon.
- Drive Upsell opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring that guests receive value for money and adhering to Hilton’s brand standards.
- Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
- Apply Forbes 5 star Travel Guide standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.
- Liaise with Sales, Reservations and the Business Development team to handle corporate and group guests
- Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton International
- Up to date with information on facilities, attractions, places of interest, sights and activities in and around the hotel.
- Report problems with hotel systems, hardware or facilities to the appropriate parties and follow-up to ensure that corrective actions have been taken.
- Ensure that the Front Desk stock is managed and not wasted, maintaining costs where possible.
- Adhere to the hotel’s security and emergency policies and procedures.
- Comply with Health & Safety, Emergency Management, Disaster manuals, Fire procedures and regulations and be a part of the Company Emergency Response team (CERT)
- Remain calm and alert, especially during emergency and heavy hotel activity, resolving complications such as location changes or credit issues.
- Ensure that all team members have a complete understanding of and adhere to the hotel’s team member rules and regulations.
- Carry out any other reasonable duties and responsibilities as assigned.
- The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
What are we looking for?
A 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 5 years of Front Office experience in the hotel, leisure, and/or retail sector
- At least 3 years of Duty Manager background
- Strong commercial/business awareness and demonstration of sales capabilities
- Calm, organized work ethic with the ability to prioritize and meet deadlines
- Excellent supervisory, inter-personal, and communication skills
- A passion for delivering exceptional levels of Guest service
- A relevant supervisory/management certificate/diploma or degree, preferred
What 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 travellers 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!
