Guest Service Supervisor

Job description

WELCOME TO A WORLD OF OPPORTUNITIES AT THE WORLD'S #1 BEST WORKPLACE, AWARDED BY GREAT PLACE TO WORK & FORTUNE  - The Hilton London Metropole Hotel has just finished in 2022 a transformational refurbishment, updating all of its Food & Beverage outlets, Bedrooms, Public Areas and Meeting Space.

Following the completion of the refurbishment, the hotel now boasts 1,100 bedrooms, four unique restaurants and bars, 35+ meeting rooms, including three ballrooms, with capacity for over 1,350 guests as well as an exclusive event space with unparalleled breath-taking skyline views across London.

Fancy taking a closer look at our brand new hotel? Check out our socials:

Events website:  Hilton London Metropole (londonmetpresents.com)

Linkedin:  https://www.linkedin.com/company/hilton-london-metrople/

 

Please note this is a fixed term contract

Hourly rate of £14.00

 

A WORLD OF REWARDS

·  Uniforms provided and laundered
·  Free, healthy and high quality meals when on duty
·  Grow your Career !
·  Personal Development programmes designed to support you at every step of your career
·  A chance to make a difference through our Corporate Responsibility programmes – Find out what and how we are doing ( https://cr.hilton.com )
·  Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)
·  Team Member Referral Program
·  Discounted dental and health cover
·  High street discounts: with Perks at Work
·  Discounted car park
·  Holiday: 28 days including bank holidays (increasing yearly to up to 33 days)
·  Modern and inclusive Team Member’s areas

 

 

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

·  Oversee the entire Guest Service/Front Office operation to maintain high standards
·  Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
·  Ensure regular and VIP Guests are recognised and that the Guest Service department operates with a sales attitude and promotes the hotel brand's loyalty scheme
·  Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
·  Set departmental objectives, work schedules, budgets, policies, and procedures
·  Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
·  Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
·  Maintain good communication and working relationships with all hotel departments
·  Monitor staffing levels to meet cover business demands
·  Conduct monthly communication meetings and produce minutes
·  Manage staff performance issues in compliance with company policies and procedures
·  Recruit, manage, train and develop the Guest Service team
·  Comply with hotel security, fire regulations and all health and safety legislation
·  Act in accordance with policies and procedures when working with front of house equipment and property management systems
·  Assist with other departments, as necessary

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 supervisory experience in Front Office within the hotel/leisure/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

EVERY JOB MAKES THE STAY.

At Hilton, It Matters Where You Stay, but The Stay is only one side of the story. We know it takes hundreds of jobs to create unforgettable experiences for our guests – and behind every job, there’s an extraordinary person working to make each Stay magical.  That’s why at Hilton, Every Job Makes the Stay.

 

Find out more about all our brands and hotels -  Hilton Brands | Global Hospitality Company