Position Statement

The Front Desk Shift Leader ensure clear communication with all other front office functions and other departments as necessary and Efficiently perform all reception duties, assisting other front office departments as and when necessary, VIP guests are provided with personal, attentive and caring service 

Ensure guest complaints are dealt with promptly and courteously in line with DoubleTree by Hilton Brand Service Standards and Set a training plan and train the new hired agents.

What will I be doing?

As the Front Desk Shift Leader, you will be responsible for performing the following tasks to the highest standards:

PEOPLE

Act as point of reference for guest service agents on every shift

Actively take part in training of team- responsible for induction and integration of new team members

Attend trainings as and when required

Maintain discipline at the front desk as necessary

Support and motivate team

CUSTOMER

Conduct room escorting and room orientations and assist guest in guest service areas including business center

Efficiently perform all reception duties (accurate completion of forms, securing of payment)

Enquire whether guests require ticket confirmations, unpacking service and preference of daily newspaper

Internally and externally promote and coordinate delivery of Hilton Honors program benefits

Maintain updated and accurate guest profiles

Is knowledgeable on all hotel information, city information and event activities

Responsible for daily room allocations and room inventory management

Proactively seek guest comments and feedback

Take ownership of complaints ensuring final resolution and guest satisfaction

Report and record all guest comments and feedback to Guest Relations Officer

Be familiar with SALT (Satisfaction and Loyalty Program)

QUALITY

Actively involve the RevMax upselling and lead the team

Accurately update and maintain guest information secured according to local regulations

Act as a role model and exemplify delivery of DoubleTree by Hilton Brand Service Standards

Attend briefings, shift handovers and other relevant meetings

Be familiar with hotel’s contingency plan

Comply with Health & Safety, emergency, fire and hotel rules and regulations.

Familiar with Hilton Honors and other hotel programs benefits and program details

Is knowledgeable on all hotel information, city information and event activities

Prepare welcome drink and hot/ cold towel for all Executive Floor arrival guests

Prepare daily exchange rate display

PROFIT

Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhering to Hilton brand standards and ensuring that guests receive value for money.

Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest

Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.

Provide safety deposit boxes to guests, ensuring that guests’ valuables are safe and secure at all times.

Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.

Adhere strictly to standard cash handling procedures, ensuring to balance float and drop the required amount, managing cash, credit card transactions, city ledgers, vouchers and all other forms of payment correctly.

Adhere to the company’s credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, and third-party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.

What are we looking for?

A Front Desk Shift Leader, 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:

Adhere by all company rules and regulations

Undertake any other reasonable task or request as directed by the management

The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment

High school certificate- required

Diploma or University degree in Hotel & Catering Management- desirable

At least 23 years working experience in a similar role (5 star hotel)

Computer skills - Opera, HOTSOS, KIPSU

Solid communication skills

Competent English language skills and proficient in Korean

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 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!