Oversee the entire Front Office operation to maintain high standards
Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
Set departmental objectives, work schedules, budgets, policies, and procedures
Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
Ensure 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 practices
Maintain good communication and working relationships with all hotel departments
Monitor staffing levels to meet cover business demands
Conduct monthly communication meetings and produce minutes
Manage staff performance issues in compliance with company policies and procedures
Recruit, manage, train and develop the Front Office team
Comply with hotel security, fire regulations and all health and safety legislation
Act in accordance with policies and procedures when working with front of house equipment and property management systems
Assist with other departments, as necessary
Requirements
Front Office supervisory experience in the hotel, leisure, and/or retail sector
Good level of IT proficiency
Good level of commercial awareness and sales capabilities
Experience of managing people and developing people
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
Company offers
Competitive salary and bonuses
Smart uniform provided and laundered
Free and healthy meals when on duty
Career growth (local and internationally)
Personal Development programmes designed to support you at every step of your career
A chance to make a difference through our Corporate Responsibility programmes – Find out what and how we are doing (https://cr.hilton.com )
Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)
Team Member Referral Program
Third party perks and discounts
Holiday: 28 calendar days
Guest Experience Day
Modern and inclusive Team Member’s areas
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