Front Desk Supervisor

Job Description - Front Desk Supervisor (HOT0C0DT)

Overview

Front Desk Supervisor (HOT0C0DT)

Work Locations : Hilton Burau Bay Langkawi Jalan Telaga Langkawi Langkawi 7000

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. Hilton Hotels & Resorts and the family of brands include Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others. The Front Desk Supervisor provides leadership and guidance to Front Desk staff during the assigned shift to ensure that consistent quality service is provided.

The role involves creating a warm, welcoming experience for guests and supporting the front desk team to deliver exceptional service aligned with Hilton standards.

Responsibilities

• Supervise Front Desk staff to ensure smooth and efficient operation during the assigned shift.
• Communicate effectively both verbally and in writing to provide clear directions to staff.
• Assign and instruct Guest Service Agents in the details of work, observing their performance and encouraging improvements.
• Use creative management skills to solve guest and team member problems, ensuring compliance with company standards for high-quality guest relations.
• Manage desk, resolve guest concerns, handle emergencies and other challenges, implementing resolutions with discretion and judgment.
• Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice.
• Listen to and understand requests, issues and situations from both guests and team members.
• Maintain regular attendance in conformance with Hilton standards.
• Work varying schedules to reflect the business needs of the hotel.
• Support and motivate front desk team members by leading by example and employing consistent management practices.
• Participate in training the team, supporting and leading on-the-job training to ensure all team members are of the same standard.
• Attend required training and act as a coach and mentor to team members, reinforcing standards and motivating performance toward targets.
• Maintain discipline amongst team members in accordance with the team member handbook, Chinese Labor Law and HR guidelines.
• Develop high potential team members to progress to the next level of their career.
• Contribute ideas for improvements to deliver quality service and customer care.
• Ensure smooth induction and training for new team members to meet minimum standards and job expectations.
• Create a warm and welcoming arrival for guests and assist with check-in according to reservation details.
• Explain hotel facilities and room features, escort guests to rooms, and ensure luggage delivery is prompt.
• Handle complaints promptly, informing the Guest Relations Manager or Guest Service Manager to follow up as appropriate.
• Follow up with guests to ensure satisfaction with problem resolutions.
• Maintain awareness of guests’ profiles and preferences and apply them to each reservation.
• Act as first point of contact for VIP guests and ensure personalized service.
• Liaise with Sales, Reservations and Business Development teams for corporate guests.
• Promote Hilton Honors and ensure members receive appropriate service and benefits.
• Allocate rooms according to reservations, preferences and remarks with a systemized approach to inventory management.
• Ensure guest profiles and information are input into relevant systems in a timely and accurate way.
• Apply Hilton brand standards in every action and act as a role model for practical standards application.
• Be knowledgeable about the hotel’s facilities and services and basic knowledge of Hilton International and other properties in China.
• Coordinate with front desk and other departments (Housekeeping, F&B, Accounts) for smooth operation.
• Maintain front desk systems and ensure a clean, organized work area; ensure equipment is functioning at all times.
• Conduct daily briefings, shift handovers, meetings and ensure information is communicated effectively.
• Keep the Assistant Front Desk and Guest Service Managers informed of operational issues.
• Complete front desk functions including checklists, trace reports, credit limit checks, online backups, room allocations and registration cards.
• Review registration cards, meetings, billing instructions and reservations backups for accuracy.
• Prepare and deliver reports as required.
• Maintain stock levels, par levels and requisitions for the front desk area.
• Be aware of competitor activities to stay proactive and create market advantage.
• Adhere to demand-based pricing strategy and maintain rate integrity with transparent value for guests.
• Comply with Health & Safety, Emergency Management, Fire procedures and related regulations; in absence of the Guest Relations Manager, participate in the Fire Team as needed.
• Adhere to cash handling procedures and company credit policies; manage deposits, currencies and third-party payments as applicable.
• Maintain safety deposit boxes and ensure guests’ valuables are secure.
• Follow up on outstanding accounts to secure payment for upcoming reservations.
• Monitor departure processes to ensure accurate charges on guest folios and optimize cost management.
• Maintain awareness of sales opportunities and maximize revenue while upholding Hilton standards.
• Handle guest relocations as required and master the Front Desk system.
• Carry out any other reasonable duties as assigned and be prepared for changes to the job description by management.

Qualifications

What it will be like to work for Hilton

Hilton is a leading global hospitality company, offering a range of brands and a commitment to exceptional guest experiences. Our team members are at the heart of it all.

#J-18808-Ljbffr