A Team Leader - Front Office directly addresses the needs of Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.
What will I be doing?
As Team Leader - Front Office, you will directly address the needs of Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Team Leader - Front Office is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
Meet, greet and direct Guests who enter the lobby area
Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
Manage, record and resolve promptly Guest or customer complaints
Ensure a very high level of customer service
Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
Maintain good communication and work relationships in all hotel areas
Maintain staffing levels to meet business demands
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?
Team Leader - Front Office 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:
An ability to listen and respond to demanding Guest needs
Excellent leadership, interpersonal and communication skills
Accountable and resilient
Commitment to delivering a high levels of customer service
Ability to work under pressure
Flexibility to respond to a variety of different work situations
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Previous experience in a customer service function or in a similar role
A passion for delivering an exceptional level of Guest service
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!
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