Position Statement
The Assistant Manager, Front
Office provides leadership and guidance to front desk team members during
the assigned shift to ensure that consistent quality service
is provided.
An Assistant Manager, Front Office serving
Hilton Brands is 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:
• Able to read, write, speak
and understand the English language to communicate effectively with guests
and employees.
• Able to access and accurately input information using
a moderately complex computer system, including Hilton property management
systems.
• Good interpersonal skills to provide overall guest
satisfaction.
• Basic mathematical comprehension to understand and interpret
numbers as they apply to operations in hotels.
• Able to effectively deal
with internal and external customers, some of whom will require high levels
of patience, tact and diplomacy to defuse anger, collect and analyse accurate
information and resolve conflicts.
• Able to work under pressure and deal
with stressful situations during busy periods.
• 2 to 3 years of related
working experience preferred.
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!
An Assistant Manager, Front Office serving Hilton
Brands is 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:
• Able to read, write, speak and understand
the English language to communicate effectively with guests and employees.
•
Able to access and accurately input information using a moderately complex
computer system, including Hilton property management systems.
• Good
interpersonal skills to provide overall guest satisfaction.
• Basic
mathematical comprehension to understand and interpret numbers as they apply
to operations in hotels.
• Able to effectively deal with internal
and external customers, some of whom will require high levels of patience, tact
and diplomacy to defuse anger, collect and analyse accurate information
and resolve conflicts.
• Able to work under pressure and deal with stressful
situations during busy periods.
• 2 to 3 years of related working experience
preferred.
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!
An Assistant Manager, Front Office serving Hilton
Brands is 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:
• Able to read, write, speak
and understand the English language to communicate effectively with guests
and employees.
• Able to access and accurately input information using
a moderately complex computer system, including Hilton property management
systems.
• Good interpersonal skills to provide overall guest
satisfaction.
• Basic mathematical comprehension to understand and interpret
numbers as they apply to operations in hotels.
• Able to effectively deal
with internal and external customers, some of whom will require high levels
of patience, tact and diplomacy to defuse anger, collect and analyse accurate
information and resolve conflicts.
• Able to work under pressure and deal
with stressful situations during busy periods.
• 2 to 3 years of related
working experience preferred.
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!
What will I be doing?
As the Assistant
Manager, Front Office, you will be responsible for performing the following
tasks to the highest standards:
• Supervise front desk team members to ensure
smooth and efficient operation during the assigned shift.
• Understand
departmental objectives for self and team, and work together to achieve the goal
accordingly.
• Communicate effectively both verbally and in writing
to provide clear directions to staff.
• Assign and instruct Front Office
Executive in the details of work, observing their performance and encouraging
improvements.
• Use creative management skills to solve guest and team member
problems, ensuring compliance with company standards to ensure consistent
high-quality guest relations.
• Manage desk, resolve guest concerns, handles
emergencies and other challenges that may occur during the assigned shift,
implementing resolutions by using discretion and judgment.
• Greet guests
with a friendly and sincere welcome, using a positive and clear speaking
voice.
• Listen to and understand requests, issues and situations from both
guests and team members.
• Support and motivate team members by leading
by example and employing competent and consistent management practices.
•
Actively take part in training the team, supporting and leading formal training
sessions and focusing on on-the-job training to ensure that all team members
are of the same standard.
• Attend training where and when required.
• Act
as a coach and mentor to team members, reinforcing standards and expectations
and motivating team members to strive for established targets.
• Be 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.
•
Contribute 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 jobs and know what is expected of them.
• Create a warm
and welcoming arrival for guests, ensuring that they feel welcome and “at-home”
upon arrival.
• Check-in guests in accordance with their reservation details,
ensuring that the registration cards are completed, reservation information
confirmed, Hilton Honors numbers enquired, and method of payment
is secured.
• Ensure that guests are informed on hotel facilities and room
features, and luggage is delivered in a prompt manner.
• Handle complaints
promptly and efficiently, taking the necessary action, and informing the Duty
Manager/ Assistant Front Office Manager to follow-up where appropriate.
•
Follows-up with all guests to ensure satisfaction with problem resolutions.
•
Maintain awareness of guests’ profiles and specific preferences, ensuring
that they are acted upon for each reservation.
• Liaise with Sales,
Reservations and the Business Development teams to handle corporate guests.
•
Promote Hilton Honors and its associated benefits to guests who are not already
enrolled in the program, ensuring that existing Hilton Honors members receive
personal and professional service that recognizes them as important guests
and that their benefits are received.
• Allocate room in accordance to
the guests’ reservations, preferences and remarks, maintaining a systemized
and sales focused approach to room inventory management.
• Ensure
that guests’ profiles and information is input into the OnQ system in a timely
and accurate way.
• Apply 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.
• Knowledgeable of the hotel’s facilities
and services as well as basic knowledge of Hilton International
• Keeping up
to date with information on facilities, attractions, places of interest, sights
and activities in and around the hotel.
• Ensure communication, coordination
and cooperation between the front desk and other operating departments,
specifically Housekeeping, F&B and Finance.
• Maintain hotel systems
to ensure accuracy of information and data, and that it is easy to use
and operate, in an organized and systemized way.
• Ensure that the front desk
equipment and systems are functioning at all times, and the work area
is maintained in a clean, tidy and organized way.
• Pass on information
effectively, ensuring that all necessary details are communicated to
the intended person and that any pending action is completed, and guest
satisfaction is confirmed.
• Conduct daily briefings, shift handovers, attend
meetings and effectively communicate information to team members.
• Ensure
that the Duty Manager/ Assistant Front Office Manager are kept aware and up
to date with operational issues.
• Ensure that the day-to-day functions
of the front desk are completed, including but not limited to Duty Manager
checklists, trace reports, credit limit checks, online back-ups, allocation
of rooms, Lost Interface, Pay-Masters, discount and rate discrepancies,
and registration cards.
• Check registration cards, meetings and functions
information, billing instructions, financial records and reservation backups
to ensure that all information received is acted upon.
• Complete reports
where and when requested, ensuring that they are complete and delivered on time
to the respected parties.
• Ensure that the front desk is kept stocked
and maintained with requisitions and that par levels are maintained, and stock
tracked.
• Keep up to date and aware of competitor activities in order to
be proactive and create market advantage.
• Adhere to the hotel selling
strategy of Demand Based Pricing and maintain rate integrity by offering clear,
transparent, and value for money rates to guests.
• Comply with Health &
Safety, Emergency Management, the Disaster manual, Fire procedures
and regulations. In the absence of the Guest Relations Manager, be a part of
the Fire Team and take action accordingly.
• Adhere strictly to standard cash
handling procedures amongst team members, ensuring that all team members balance
their float and drop the required amount.
• Adhere to the company’s credit
policy at all times when handling cash, credit card transactions, city ledgers,
LPO and third-party payments for rooms, meetings, F&B and any other charges
that may be incurred by guests.
• Maintain safety deposit boxes, ensuring
that guests’ valuables are safe and secure at all times.
• Maintain
the efficiency of departure by checking all guests’ folios to ensure accuracy
of charges.
• Manage costs effectively by minimizing and controlling
expenses.
• Maintain awareness of sales opportunities within the hotel,
maximizing revenue in an ethical and responsible manner, adhere to Hilton brand
standards and ensuring that guests receive value for money.
• Handle guest
relocations as required.
• Familiar with and master the hotel operating
system.
• Carry out any other reasonable duties and responsibilities
as assigned.
