A Guest Service Supervisor ensures the satisfaction of Guests who interact with Reception operation and will keep the Reception Team informed of relevant information and Guest feedback.
At Hilton, our promise is to ensure every guest feels cared for, valued and respected , which means we need you to live our Hilton Values and embrace our Hilton Blue Energy Culture which you will be shared and trained when you join us.
What will I be doing?
As Guest Service Supervisor, you will ensure the satisfaction of Guests who interact with Reception operations and will keep the Reception Team informed of relevant information and Guest feedback.
A Guest Service Supervisor is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards :
Serve as a key point of contact for Guests and efficiently respond to Guest enquiries
Ensure smooth check in and check out, including group arrival and departure
Supervise services rendered by all Guest Service Attendants
Ensure proper handling of cash floats and total completion of Guest Service Attendants’ cashier closing tasks in accordance with the hotel’s accounting standards, Hilton Brand Standards and the hotel’s requirements.
Assist The Lobby team and Executive Lounge if needed, including but not limited to concierge tasks and handling luggage.
Stay current with all hotel services as well as daily VIP requests and special events
Represent the needs of the Team to others in the hotel
Recruit, select, train and the develop Team Members
Conduct annual and mid-year appraisals with Team Members
Ensure orderliness and safety guidelines around the lobby and front door areas
Provide support to Management as required, in cases of emergency
Project a professional manner with an emphasis on hospitality and Guest service
Maintain a clean, healthy, and safety working area
Act in accordance with Hilton brand standards, policies and procedures when working with front of house equipment and property management systems
Act as key driver for Hilton Honors loyalty program KPIs and any other upselling activities.
What are we looking for?
Guest Service Supervisors 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, behaviors, skills, and values that follow :
Positive attitude, and good communication skills
Willingness to assist Lobby and Executive Lounge tasks if required
Commitment to delivering a high level of customer service
Excellent grooming standards
Flexibility to respond to a variety of different work situations
Ability to work on your own and as part of a team
Knowledge of the local area
Previous experience managing a team
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions :
Previous experience working in Reception in an luxury hotel environment
Familiar with Opera PMS