Job Description

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Front Office Supervisor, you’re not just supervising daily front office operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here's what you'll do during a typical day:

• Oversee front office operations: Ensure the efficient day-to-day operation of the reception area, including smooth check-in and check-out processes and the delivery of exceptional guest service.
• Lead front office shifts: Take responsibility for the operations of the Front Office during assigned shifts, including Reception, Executive Lounge, Telephone Operations, and Porter services, ensuring an efficient workflow and adherence to service standards.
• Support guest relations: Assist with guest inquiries and requests, address guest concerns and complaints in a professional manner, and ensure prompt resolution to maintain high levels of guest satisfaction.
• Manage guest accounts and reporting: Prepare and finalize guest invoices, process billing transactions, and complete end-of-day financial reports and night audit procedures when required.
• Facilitate communication and coordination: Ensure that the Reception Manager is informed of all relevant guest feedback and operational issues, and coordinate effectively between the Front Office and other hotel departments.
• Maintain service and team standards: Monitor the appearance, performance, and service standards of the Front Office team, with a strong focus on training, coaching, teamwork, and continuous development.
• Drive revenue opportunities: Maximize room occupancy and actively promote hotel services and outlets by applying upselling and cross-selling techniques.
• Support onboarding and training: Assist with the induction, training, and development of new team members and apprentices to ensure successful integration and performance.

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality Acting with Integrity and always doing the right thing. Inspiring others through Leadership A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.