Job Description - Front Desk Supervisor (HOT0BEF5) Job Number:
HOT0BEF5 Work Locations
Conrad Hong Kong Pacific Place, 88 Queensway Hong Kong The Front Desk Supervisor provides leadership and guidance to Front Desk staff during the assigned shift to ensure that consistent quality service is provided. What will I be doing? 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 to ensure consistent high-quality guest relations. Manage desk, resolve guest concerns, handle emergencies and other challenges that may occur during the assigned shift. Greet customers immediately with a friendly and sincere welcome. Listen to and understand requests, issues and situations from both guests and team members. Regular attendance in conformance with the standards established by Hilton. Work varying schedules to reflect the business needs of the hotel. Support and motivate front desk team members by leading by example. Actively take part in training the team, focusing on on-the-job training. Attend training where and when required. Act as a coach and mentor to team members. Maintain discipline amongst team members, ensuring consistency. Contribute to the hotel and team by sharing new ideas and suggestions for improvements. Responsible for the smooth induction and facilitation of training for new team members. Create a warm and welcoming arrival for guests. Check-in guests in accordance with their reservation details. Ensure that guests are escorted to their rooms, hotel facilities and room features are explained. Handle complaints promptly and efficiently. Maintain awareness of guests’ profiles and specific preferences. Act as the first point of contact for VIP guests. Liaise with Sales, Reservations and the Business Development teams. Promote Hilton Honors and its associated benefits. Allocate room in accordance with guests’ reservations. Ensure that guests’ profiles are input accurately. Apply Hilton brand standards in every action. Maintain communication between the front desk and other operating departments. Ensure that the Front Desk equipment and systems are functioning at all times. Conduct daily briefings and shift handovers. Ensure that the day-to-day functions of the front desk are completed. Check registration cards, meetings and functions information. Complete reports where and when requested. Maintain the efficiency of departure by checking all guests’ folios. Manage costs effectively. Handle guest relocations as required. Carry out any other reasonable duties and responsibilities as assigned. What are we looking for? Able to read, write, speak and understand the English language. Able to access and accurately input information using a moderately complex computer system. Good interpersonal skills to provide overall guest satisfaction. Basic mathematical comprehension. Able to effectively deal with internal and external customers. Able to work under pressure and deal with stressful situations. 2 to 3 years of related working experience preferred. What will it be like to work for Hilton? Hilton is the leading global hospitality company, dedicated to providing exceptional guest experiences across its global brands. Schedule
Full-time Brand: Conrad Hotels & Resorts Job
Guest Services, Operations, and Front Office
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