Aug 21, 2018
Junior Front Office Manager Featured
A Front Office Manager supervises the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out. What will I be doing? As Front Office Manager, you will oversee the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards: · Execute duties as assigned by the General Manager · Oversee all front office systems, room reservations, and supplies inventory as well as night audit and safety systems · Manage the desk through times of stress, resolve guest concerns and implement resolutions by using discretion and judgement · Be a role model for others in regards to Hilton Garden Inn brand behaviours · Ensure compliance with brand standards to achieve consistent high quality guest service in all FO shifts, living up to the HGI brand promise at all times · Assign and instruct Guest Service FO team members (all shifts) in the details of work. · Observe their performance and encourage development or improvement · Provide a work environment to Guest Service FO Team Members that allows everyone to thrive and fulfil their potential, · Ensure that all Guest Service FO TMs understand the purpose of their role and are equipped with the training and tools required to deliver great brand unique guest experiences and enrol Hilton Honors members · Ensure regular & effective communication (e.g. Huddles) with the Guest Service FO team (incl Night and Reservations) to achieve / maintain a high level of trust & engagement · Monitor Guest Feedback (SALT; Social Reviews) and initiate corrective actions immediately if necessary · Interview, select, train, supervise, coach, schedule and evaluate Guest Service FO team members · Plan, offer and regularly conduct FO Guest Service training for interested Guest Service Agents F&B · Ensure that all FO labour costs are flexed according to levels of demand / activity and that effective cost controls are in place · Support the overall management of the hotel by establishing effective working relationships with all other departments, ensuring a high level of cross departmental collaboration Qualifications : What are we looking for? Front Office Managers 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: · A degree or diploma in Hotel Management or equivalent · A minimum of 3 years of Front Office supervisory experience in the hotel, leisure, and/or retail sector · High level of IT proficiency · High level of commercial awareness and sales capabilities · Experience of managing people and developing people · Previous experience of managing a department and Profit and Loss account · Excellent leadership, interpersonal and communication skills · Accountable and resilient · Commitment to delivering a high level of customer service · Ability to work under pressure · Excellent grooming standards · Flexibility to respond to a variety of work situations · Ability to work on your own and as part of a team It would be advantageous in this position for you to demonstrate the following capabilities and distinctions: · Familiar with Property Management Systems · A degree or diploma in Hotel Management or equivalent 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 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!
Hilton Garden Inn Full time