Front Office Supervisor

JOB DESCRIPTION

Position Purpose

To be a passionate host and highly collaborative member of the Guest Operations team, assisting the Front Office Team Leader and Guest Operations Manager in leading the department, developing a high performing guest operations team, and delivering brand-specific customer experiences (mainly in FO but also across Guest Operations).

Duties & Key Responsibilities

• Come to work every day with a smile on your face
• Execute duties as assigned by the Guest Operations Manager and GM
• Work within the FO team and carry out the same roles like our FO Hosts, but take on additional ‘supervisor’ responsibilities
• Be a role model for others concerning brand-specific behaviours and passionate, friendly guest service
• Assist in providing a positive work environment to Front Office team members that allows everyone to thrive and fulfil their potential
• Supervise and support FO Hosts in delivering outstanding, brand unique  customer service in all shifts (early, late, night)
• Be willing to roll up your sleeves and help in other departments during busy periods and as required
• Regularly attend mandatory F&B service trainings to be ready to work shifts in F&B service if required. Duties of a FO Supervisor who is scheduled to work in F&B can also include the order-taking, delivery of any food and/or beverage items, and clearing of tables
• Monitor Guest Feedback (SALT; Social Reviews) in every shift and initiate corrective actions immediately if necessary, to ensure positive guest experiences in our hotels at all times
• Plan and train new and existing FO and F&B Hosts on processes, products, systems and brand-specific guest service delivery as per guidance of the FO Team Leader and Guest Ops Manager
• Be a positive and very active contributor in meetings (e.g. Huddles) with the FO team to help achieve / maintain a high level of trust & engagement
• https://jobs.hilton.com/apac/en/job/HOT0BV0K/Front-Office-Supervisor