Guest Services Agent

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 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?

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

• 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, handles emergencies and other challenges that may occur during the assigned shift, implementing resolutions by using 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.

• Regular attendance in conformance with the standards established by Hilton from time to time.

• Work varying schedules to reflect the business needs of the hotel due to the cyclical nature of the hospitality industry.

• Support and motivate front desk team members by leading by example and employing competent and consistent management practices.

• Actively take part in training the team, supporting and leading formal training sessions and focusing on on-the-job training to ensure that all team members are of the same standard.

• Attend training where and when required.

• Act as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.

• Maintain discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labor Law and HR guidelines.

• Be involved with the development of high potential team members to ensure that all team members are trained to progress to the next level of their career.

• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.

• Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their jobs and know what is expected of them.

• Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.

• Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honors and Frequent Flyer numbers enquired, and method of payment is secured.

• Ensure that guests are escorted to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.

• Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager or Guest Service Manager to follow-up where appropriate.

• Follows-up with all guests to ensure satisfaction with problem resolutions.

• Maintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation.

• Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual. Read more