Front Office Team Leader

Job description

A Front Office Team Leader supervises the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out.

What will I be doing?

As Front Office Team Leader, you will supervise the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Front Office Team Leader is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

·  Oversee the entire Front Office operation to maintain high standards
·  Execute duties as assigned by the Guest Operations Manager & Chief Host 
·  Be the main point of contact for all assigned Team Members, and the link to the Guest Operations Manager
·  Be a role model for others concerning brand-specific behaviours and coach less experienced colleagues on the job
·  Manage the desk through times of stress, speedily resolve guest concerns and implement resolutions by using discretion and judgement
·  Work within the team and carry out the same operational roles, but take on additional ‘team leader' responsibilities such as motivating, praising, empowering, guiding, resolving conflicts, setting (team) goals, evaluating team progress and taking corrective actions to deliver expected team results when necessary
·  Support Guest Operations Manager in interviewing and selecting Front Office Supervisors and Hosts
·  On-board, supervise Front Office Supervisors and Hosts
·  Support Guest Operations Manager in scheduling the Front Office team.
·  Organise and provide regular Front Office training (incl. Systems) for all F&B Guest Service Agents
·  Provide a positive work environment to Front Office team members that allows everyone to thrive and fulfil their potential
·  Ensure that all Front Office Team Members understand the purpose of their role and are equipped with the training and tools required to deliver great brand-specific guest experiences
·  Ensure all Front Office team members are willing to roll up their sleeves and help with F&B service or Housekeeping during busy periods and as required – make sure you are willing to do the same too!
·  Monitor Guest Feedback (SALT; Social Reviews) and initiate corrective actions immediately
·  Plan and conduct training on how to enrol Hilton Honors members, and motivate team members to meet the enrolment target
·  Plan and coordinate TM tasks and monitor the quantitative and qualitative output of your team
·  Coach Supervisors and ensure they are assigned to their Team Members and champion responsibilities as required every 6 months
·  Update the Guest Operations Manager (in regular team meetings) on the performance and progress of Supervisor ‘coachees’ and suggest development opportunities for them in the coming months. Team Leaders are responsible for the on-boarding of coachees, and execution of agreed development or performance improvement actions
·  Oversee all front office systems, room reservations, and supplies inventory as well as night audit systems
·  Ensure compliance with brand standards to achieve consistently high quality guest service during all Front Office shifts, living up to the brand at all times
·  Ensure that all Front Office labour costs are flexed according to levels of demand / activity, and that effective cost controls are in place
·  Hold pre and post shift briefs with the Front Office team and ensure learning is applied during the next shift.
·  Support the overall management of the hotel by establishing effective working relationships with all other departments, ensuring a high level of cross departmental collaboration
·  Assist with other departments, as necessary

What are we looking for?

Front Office Team Members 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:

·  A degree or diploma in Hotel Management or equivalent
·  A minimum of 3 years of Front Office supervisory experience in the hotel, leisure, and/or retail sector
·  High level of IT proficiency
·  High level of commercial awareness and sales capabilities
·  Experience of managing people and developing people
·  Previous experience of managing a department and Profit and Loss account
·  Excellent leadership, interpersonal and communication skills
·  Accountable and resilient
·  Commitment to delivering a high level of customer service
·  Ability to work under pressure
·  Excellent grooming standards
·  Flexibility to respond to a variety of work situations
·  Ability to work on your own and as part of a team

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

·  Familiar with Property Management Systems
·  A degree or diploma in Hotel Management or equivalent

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!