Hilton Reception Supervisor 前台主管 in Shanghai, China
Supervises front desk staff to insure smooth and efficient operation during the assigned shift.
Communicates effectively both orally and in writing to provide clear direction to staff. Assigns and instructs guest service agents in the details of work Observes performance and encourages improvement.
Uses creative management skills to solve guest and team member problems. Ensures compliance with company standards to ensure consistent high quality guest relations.
Manages desk, resolves guest concerns, and handles emergencies and other challenges that may occur during the assigned shift. Implements resolutions by using discretion and judgment.
Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues and situations from both guests and team members. Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by management based upon the particular requirements of the company.
Supports and motivates front desk team members by leading by example and employing competent and consistent management practices.
Actively takes part in training the team, supporting and leading formal training sessions and focusing on the job training to ensure that all team members are of the same standard. Also attends training where and when required.
Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
Maintains discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labour Law and HR guidelines.
Is involved with the development of high potential team members to ensure that all team members are trained to progress to the next level of their career.
Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their job and that they know what is expected of them.
Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, and reservation information confirmed Honors and Frequent Flyer Number enquired about, and method of payment secured.
Ensuring that guests are escorted to their room that the hotel facilities and room features are explained, and that luggage is delivered in a prompt manner.
Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager or Guest Service Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
Acts as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
Liaises with Sales, Reservations and the Business Development team to handle corporate.
Promotes HHonors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
Allocates rooms in accordance to the guests’ reservation, preference and remarks, maintaining a systemized and sales focused approach to room inventory management.
Ensures that guests’ profiles and information is input in to the Police Report system in a timely and accurate way.
Applies Hilton Brand Standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.
Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China.
Is up to date with information on facilities, attractions, and places of interest, sights and activities in and around hotel.
Ensures communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.
Maintains the hotel systems to ensure accuracy of information and data, and that it is easy to use and operated in an organized and systemized way. Also Ensures that the Front Desk equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.
Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Conducts daily briefings, shift handovers, attends meetings and effectively communicates information to team members.
Ensures that the Assistant Front Desk and Guest Service Managers are kept aware and up to date of operational issues.
Ensures that the day-to-day functions of the front desk are completed. Including but not limited to Guest Services Manager’s checklist, trace reports, credit limit checks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discount and rate discrepancies, and registration cards.
Checks Registration cards, meeting and function information, billing instructions, financial records and reservation backup to ensure that all information received is actioned upon.
Completes reports where and when requested, ensuring that they are complete and delivered on time to the respected party.
Ensures that the front desk is kept stocked and maintained with requisitions and that par levels are maintained and stock tracked.
Keeps up to date and aware of competitor activities in order to be proactive and create market advantage.
Adheres to the hotel selling strategy of Demand Based Pricing and maintains rate integrity by offering clear, transparent, and value for money rates to guests.
Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. In the absence of the Guest Relations Manager, is a part of the Fire Team and takes action accordingly.
Adheres strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.
Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
Maintains safety deposit boxes, ensuring that guests’ valuables are safe and secure at all times.
Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment for upcoming reservations.
Maintains the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.
Manages costs effectively by minimizing and controlling expenses.
Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Hilton Brand Standards.
To undertake any other reasonable task or request as directed by the management.
The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
Handles guest relocations as required.
Performs other duties and responsibilities as assigned or required.
Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.
Positions directly reporting to this position (titles):
Front Desk Agent
What are we looking for?
Receptionists 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:
- Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors
- Calm, efficient, and organized with great attention to detail
- Excellent personal presentation and communication skills
- A passion for delivering exceptional levels of Guest service
- Computer literate and able to navigate through Company systems
- Professional manner with an emphasis on hospitality and 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!
Job: Guest Services and Front Office
Title: Reception Supervisor 前台主管
Requisition ID: HOT05U5G