Waldorf Astoria Helsinki is searching for a Front of House Manager to lead the Front of house 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 of House Manager, you will oversee the Front Office Team, Concierge, Porters and Doormen. Which is the main connection between the Guest, the hotel, and the various hotel departments. Our Front Office Manager and Head Concierge will report directly to you.

A Front of House Manager is responsible for managing the first impressions as well as the full guest journey and, therefore, must perform the following tasks to the highest standards:

Oversee the entire Front of House operation to maintain high standardsEvaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvementEnsure regular and VIP Guests are recognized in line with Waldorf Astoria service standards.Ensure that the Front office department operates with a sales attitude and promotes the hotel brand's loyalty program HonorsMaximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilitiesEnsure a consistent and seasonal updated personal concierge experience in line with Waldorf Astoria standards As part of the guest welcome journey you will ensure presence of Doormen as well of porters for luggage assistance including rooming.Set departmental objectives, review work schedules, budgets, policies, and proceduresMonitor the grooming, appearance, standards, and performance of the Front of House Team Members with an emphasis on training, ownership and teamworkEnsure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practicesMaintain good communication and working relationships with all hotel departmentsMonitor staffing levels to meet cover business demandsConduct regular communication meetingsManage team member performance issues in compliance with company policies and proceduresRecruit, manage, train and develop the Front of house teamComply with hotel security, fire regulations and all health and safety legislationAct in accordance with policies and procedures when working with front of house equipment and property management systemsAssist with other departments, as necessary

What are we looking for?

Front of House 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, behaviors, skills, and values that follow:

A degree or diploma in Hotel Management or equivalentA minimum of 3 years of Front Office supervisory experience in a hotel. Beneficial with experience from a international luxury hotel.You need to be fluent in English both in speech and writing.High level of IT proficiencyHigh level of commercial awareness and sales capabilitiesExperience of managing people and developing peoplePrevious experience of managing a department and Profit and Loss accountExcellent leadership, interpersonal and communication skillsAccountable and resilientFlexibility to respond to a variety of work situations, even under pressureCommitment to delivering a high level of customer serviceExcellent grooming standardsAbility 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

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!