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JOB DESCRIPTION
A Guest Service Supervisor supervises Reception operations to ensure
consistently-delivered exceptional customer service to Guests| especially as
service affects the information provided by Team Members to assist with Guest
enquiries.
What will I be doing?
As Guest Service Supervisor| you will supervise Reception operations to ensure
consistently-delivered exceptional customer service to Guests| especially as
service affects the information provided by Team Members to assist with Guest
enquiries. The Guest Service Supervisor interacts with Guests and contributes
to the first impressions of our Guests and| therefore| must perform the
following tasks to the highest standards:
Supervise accurate and efficient Reception operations including check in/out procedure
Support Team Members in handling Guest requests and enquires to ensure a positive outcom
Ensure the Front Office Manager is fully aware of any relevant feedback from Guests and/or other department
Ensure a consistent| high level of customer servic
Brief your team on any events or VIP guests in the hotel that day
Drive sales revenues and promote hotel services and facilities for up-selling opportunities
Understand and apply correct procedures regarding the acceptance of foreign currencies| credit cards and cash in accordance with the hotel credit policy
Monitor the appearance| standards and performance of the Front Office Team with an emphasis on training and teamwork
Ensure Team Members have current knowledge of all room categories| room rates| packages| promotions| local area and other general product knowledge necessary to perform their duties
Demonstrate positive leadership characteristics to inspire Team Members to meet and exceed standards
Act in accordance with the front of house equipment and the property management systems
Conduct training programs on an ongoing basis
Carry out shift handovers and brief team members as required
Follow company brand standards
Assist other departments| as necessary| and maintain good working relationships with hotel Team Members
What are we looking for?
Guest Service Supervisor serving Hilton brands are always working on behalf of
our Guests and working with other Team Members. To successfully fill this
role| you should maintain the attitude| behaviours| skills| and values that
follow:
Previous experience in a customer-focused industry
Positive attitude and good communication skills
Committed to delivering a high level of customer service
Excellent grooming standards
Ability to work on your own or as part of a team
Competent level of IT proficiency
It would be advantageous in this position for you to demonstrate the following
capabilities and distinctions:
Previous supervisory experience in a hotel environment
What will it be like to work for Hilton?
Hilton is the leading global hospitality company| spanning the lodging sector
from luxurious full-service hotels and resorts to extended-stay suites and
mid-priced hotels. For nearly a century| Hilton has offered business and
leisure travelers the finest in accommodations| service| amenities and value.
Hilton is dedicated to continuing its tradition of providing exceptional guest
experiences across its global brands. Our vision to fill the earth with the
light and warmth of hospitality unites us as a team to create remarkable
hospitality experiences around the world every day. And| our amazing Team
Members are at the heart of it all!