Verified Job
Customer Support / TeleCaller
Assistant Manager Front Office
Customer Support / TeleCaller
#276597
Remote / WFH
Job Description
With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
The Assistant Manager Front Office is concerned with the strategic management of the Front Office department following Hilton brand standards, policies and procedures. He / she is responsible for the operation of all front desk operations Transportation team, Concierge and telephone service centre.
What will I be doing?
As the Assistant Manager Front Office, you will be responsible for performing the following tasks to the highest standards:
• Maintain a high customer service focus by approaching your job with the customers always in mind.
• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
• Be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
• Flexible, respond quickly and positively to changing requirements including the performance of any tasks requested of you.
• Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
• Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
• Actively seeking verbal feedback from customers and team members at every opportunity.
• Agree on and implement actions to make improvements to customer service.
• Positively deal with and learn from customer complaints and comments with follow-up and feedback to the Front Office Manager.
• Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
• Be available to assist on duty in the hotels during any busy days or special events.
• Maintain a presence in the lobby, setting the example to team members for guest service.
• Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before guests ask.
• Knowledgeable of Hilton departmental standards.
• Able to explain the standards to the team and train each team member individually with specific job skills checklists that relate to their responsibilities.
• Assess team members’ performance against standards.
• Monitor standards through regular standards review checks.
• Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
• Implement and follow through with improvements identified.
• Demonstrate positive leadership characteristics which inspire team members to meet and exceed standards.
• Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy, external events, promotions, etc.)
• Communicate effectively with Housekeeping, groups and tours on in-house groups holding catering events, ensuring direct liaison with group leaders upon arrival for special requests.
• Describe, assign and delegate duties and authority for the operation of the department at all times.
• Understand the situation in other departments and its implication for your own department.
• Planning ahead and ensuring adequate resources are available.
• Coordinate with the Housekeeping department to ensure that cleaning is followed up with and procedures are maintained.
• Ensure the shift is reviewed, handovers and briefings are carried out.
• Maintain in-depth technical knowledge and skills required for the job.
• Maintain guest histories to assist with returning guests.
• Establish good communication with the Housekeeping team.
• Attend and participate in regular operational and hotel meetings.
• Ensure that supplier liaison together with the Purchasing team ensures maximum support with regards to sponsorship, marketing and pricing initiatives.
• Be responsible for the maximization of room revenue and profit through commercial rooms management, ensuring a consistently high standard of customer service within the department.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
The Assistant Manager Front Office is concerned with the strategic management of the Front Office department following Hilton brand standards, policies and procedures. He / she is responsible for the operation of all front desk operations Transportation team, Concierge and telephone service centre.
What will I be doing?
As the Assistant Manager Front Office, you will be responsible for performing the following tasks to the highest standards:
• Maintain a high customer service focus by approaching your job with the customers always in mind.
• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
• Be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
• Flexible, respond quickly and positively to changing requirements including the performance of any tasks requested of you.
• Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
• Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
• Actively seeking verbal feedback from customers and team members at every opportunity.
• Agree on and implement actions to make improvements to customer service.
• Positively deal with and learn from customer complaints and comments with follow-up and feedback to the Front Office Manager.
• Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
• Be available to assist on duty in the hotels during any busy days or special events.
• Maintain a presence in the lobby, setting the example to team members for guest service.
• Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before guests ask.
• Knowledgeable of Hilton departmental standards.
• Able to explain the standards to the team and train each team member individually with specific job skills checklists that relate to their responsibilities.
• Assess team members’ performance against standards.
• Monitor standards through regular standards review checks.
• Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
• Implement and follow through with improvements identified.
• Demonstrate positive leadership characteristics which inspire team members to meet and exceed standards.
• Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy, external events, promotions, etc.)
• Communicate effectively with Housekeeping, groups and tours on in-house groups holding catering events, ensuring direct liaison with group leaders upon arrival for special requests.
• Describe, assign and delegate duties and authority for the operation of the department at all times.
• Understand the situation in other departments and its implication for your own department.
• Planning ahead and ensuring adequate resources are available.
• Coordinate with the Housekeeping department to ensure that cleaning is followed up with and procedures are maintained.
• Ensure the shift is reviewed, handovers and briefings are carried out.
• Maintain in-depth technical knowledge and skills required for the job.
• Maintain guest histories to assist with returning guests.
• Establish good communication with the Housekeeping team.
• Attend and participate in regular operational and hotel meetings.
• Ensure that supplier liaison together with the Purchasing team ensures maximum support with regards to sponsorship, marketing and pricing initiatives.
• Be responsible for the maximization of room revenue and profit through commercial rooms management, ensuring a consistently high standard of customer service within the department.
