Position: Front Desk Supervisor
Department: Front Office
Reports To: Front Office Operations Manager

KEY RESPONSIBILITIES

Deliver exceptional guest service by consistently representing Hilton brand standards

Drive sales performance and support upselling opportunities

Ensure effective communication and cooperation across all departments

Maintain strong product knowledge and system proficiency

Participate in continuous training and development programs

Demonstrate full understanding of operational procedures and systems

MAIN TASKS

Deliver consistent, superior guest service and maintain the highest service standards

Perform Night Manager duties in the absence of the Night Manager

Monitor guest credit limits and inform Accounting of any exceeding amounts

Prepare daily room blockings and ensure operational accuracy

Handle and resolve guest complaints in a professional and timely manner

Maintain focus on increasing room revenue and sales performance

Ensure proper welcome and farewell procedures for all guests

Inform guests about hotel facilities, services, and local information

Ensure Front Office team works in harmony during assigned shifts

Guarantee accuracy and completeness of all guest data in hotel systems

Maximize guest satisfaction and room sales profitability

Promote Hilton advantages to enhance guest loyalty and experience

Ensure coordination between Reception, Telephone Operator, and Concierge with minimal errors

Operate Fidelio system effectively, including end-of-shift billing procedures

Confidently use all relevant technical equipment

Execute all instructions from senior management accurately and efficiently

KEY RESPONSIBILITIES (BEHAVIORAL & FUNCTIONAL)

Guest Service excellence by exceeding brand standards

Sales focus and revenue generation awareness

Strong communication and cross-functional cooperation

Continuous learning and development mindset

High level of product and service knowledge

Full system competence and operational accuracy

WHAT ARE WE LOOKING FOR?

Since being founded in 1919, Hilton has been a leader in hospitality. We value Team Members who demonstrate:

Hospitality – Passionate about delivering exceptional guest experiences

Integrity – Doing the right thing at all times

Leadership – Leading within our teams and communities

Teamwork – Collaborating effectively across all levels

Ownership – Taking responsibility for actions and decisions

Now – Acting with urgency and discipline

BASIC REQUIREMENTS

Comply with all Hilton International company policies

Comply with all systems and procedures as defined by the Director of Operations, General Manager, and Hilton International

Act in accordance with fire, health, and safety regulations and follow correct procedures at all times

Management reserves the right to amend or extend this job description at any time during employment

The role holder may be required to perform additional tasks within a reasonable scope beyond those listed

ACKNOWLEDGEMENT

I confirm that I have read and understood the responsibilities of my position and the expectations of Hilton Istanbul Bosphorus. I acknowledge that this job description may be amended during the course of my employment.