As a Front Office Team Leader, you would be responsible for assigning work and ensuring the completion of daily tasks in Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Also, you are responsible to provide professional and customer focused service to our guests, ensuring that their stay will become a memorable experience.    What will I be doing?Assign work and supervise team member performance in all Front Office procedures including, but not limited to, guest check-in and check-out, lobby traffic and flow, luggage assistance, telephone operator services and determining room rates and availabilityReceive guests in a professional and friendly manner, satisfying guest expectations from arrival through to departureRespond to guest inquiries and resolve issues and complaints in a timely, friendly and efficient mannerSupport and assist team members in handling guest inquiries and requests and in resolving guest complaintsSchedule, assign daily work, lead pre-shift meetings, inform and train team membersMonitor, observe and assist in evaluating team member performanceMonitor lobby traffic and adjust staffing accordinglyMaintain effective communication with all related departments to ensure smooth service deliveryMaintain an awareness of rate levels to be sold on a daily basis and the occupancy levelsMaintain good working relationship with all Front Office employees with particular emphasis on Front Desk Agents and Guest ServicesSupervise all Front Desk employees ensuring guests are taken care of in a professional and friendly mannerMaintain an up-to-date knowledge of hotel and local services and supply information and respond to guest queriesVerify all cashier closures of Front Desk Agents on shift end for billing and attachment accuracyEnsure all guest registrations are completed and correspond with OnQ guest informationWhat are we looking for? Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:Hospitality - We're passionate about delivering exceptional guest experiences.Integrity - We do the right thing, all the time.Leadership - We're leaders in our industry and in our communities.Teamwork - We're team players in everything we do.Ownership - We're the owners of our actions and decisions.Now - We operate with a sense of urgency and disciplineIn addition, we look for the demonstration of the following key attributes:QualityProductivityDependabilityCustomer FocusAdaptabilityTo be successful in this role, the candidate must be able to demonstrate the following skills, knowledge and abilities: Bachelor’s degree in a Business-related field, requiredAbility to speak, write and read English, requiredTechnology and computer orientedGreat team player, who thrives in working with a diverse team and guests alikeAbility to work well under pressure in a fast-paced environmentAbility to work with reports and analyze dataAvailable to work different shifts and days, including weekends and holidays

In addition, the candidate must also demonstrate the following skills:

Extremely proactive“Switched on’ personality with an outgoing, charismatic and approachable characterUnderstanding Hotel OperationsEffective CommunicationPlanning for BusinessSupervising PeopleUnderstanding DifferencesSupervising OperationsTeamwork

 

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!