Front Desk Manager (Hilton Singapore Orchard)

Negotiable
Experience
5-10 years
Job Type
Full Time
Location
Singapore, Singapore
Job Description

Position Statement

The
Front Desk Manager leads and oversee all Front Desk operations, ensure service
excellence, operational consistency, delivering an exceptional first and last
impression of the hotel and a refined luxury guest experience align with
the Hilton standards by building a confident, service-driven team capable
of anticipating guest’s need.

What are we looking
for?

The Front Desk Manager 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 effectively deal
    with internal and external guests, some of whom will require high levels
    of patience, tact and diplomacy to deescalate situation, collect and analyse
    accurate information and resolve conflicts.
  • class="ortl-align-justify">Good interpersonal skills to provide overall guest
    satisfaction.
  • Excellent mathematical
    comprehension to understand & interpret numbers apply to hotel
    operations.
  • Able to work under pressure
    and deal with stressful situations during busy periods.
  • 5 to 7 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 are we looking for?

The Front Desk
Manager 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 effectively deal
    with internal and external guests, some of whom will require high levels
    of patience, tact and diplomacy to deescalate situation, collect and analyse
    accurate information and resolve conflicts.
  • class="ortl-align-justify">Good interpersonal skills to provide overall guest
    satisfaction.
  • Excellent mathematical
    comprehension to understand & interpret numbers apply to hotel
    operations.
  • Able to work under pressure
    and deal with stressful situations during busy periods.
  • 5 to 7 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 are we looking for?

The Front Desk
Manager 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:

style="list-style-type: disc; padding-left: 37.8px;"> class="ortl-align-justify">Able to read, write, speak and understand the English
language to communicate effectively with guests and employees. class="ortl-align-justify">Able to effectively deal with internal and external
guests, some of whom will require high levels of patience, tact and diplomacy
to deescalate situation, collect and analyse accurate information and resolve
conflicts.
  • Good interpersonal skills
    to provide overall guest satisfaction.
  • class="ortl-align-justify">Excellent mathematical comprehension to understand
    & interpret numbers apply to hotel operations. class="ortl-align-justify">Able to work under pressure and deal with stressful
    situations during busy periods.
  • 5 to 7 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 Front Desk
    Manager, you will be responsible for performing the following tasks to
    the highest standards:

    • Oversee daily Front Office operations,
      ensuring seamless guest arrival and departure experiences aligned with our hotel
      standards.
    • Ensure all Front Desk procedures,
      service rituals and SOPs are consistently executed and regularly
      reviewed.
    • Act as a coach and mentor to team
      members, conduct on the job training, reinforcing standards and expectations
      and motivating team members to strive for established department goals.
    • class="ortl-align-justify">Create a positive, professional, and service-driven
      working culture that reflects Hilton hospitality values. class="ortl-align-justify">Conducts regular briefings to reinforce service
      standards, brand values, and hotel best practices. class="ortl-align-justify">Monitor lobby presence and proactively engage
      with guests to resolve issues and elevate guest experience. class="ortl-align-justify">Handle last-minute changes due to overbooking, early
      arrivals, late departures or any other issues. class="ortl-align-justify">Listen to and understand requests, issues
      and situations from both guests and team members.  class="ortl-align-justify">Handle complaints promptly and efficiently, taking
      the necessary action, and follow-up to ensure satisfaction with resolution
      offered.
    • 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.
    • 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.
    • Identify skill gap and develop
      targeted training action plan in collaboration with Learning &
      Development.
    • Monitor guest feedback, online
      reviews, and post stay surveys, translate insight into service improvement
      initiatives.
    • Ensure that guests’ profiles
      and information is input into the hotel system in a timely and accurate
      way.
    • Ensure communication, coordination
      and cooperation between the front desk and other operating departments,
      specifically Reservations, Commercial, Housekeeping, F&B
      and Finance.
    • Ensure that the Manager on Duty
      are kept aware and up to date of any operational issues.
    • class="ortl-align-justify">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. 
    • Adhere
      to the company’s credit policy at all times when handling cash, credit card
      transactions, city ledgers, LPO and 3rd party payments for rooms, meetings,
      F&B and any other charges that may be incurred by guests.
    • class="ortl-align-justify">

      Carry out any other reasonable duties
      and responsibilities as assigned.

       

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