Guest Experience Leader, Front Office Management

Hilton Hotels; Melbourne; On-site; AUD 72,000 - 88,000; Full time

Benefits offered by this job

Worldwide travel discounts

25% off Food & Beverage

Growth and development opportunities

Employee Assistance Programs

Team Member Recognition Programs

Job summary

Hilton Melbourne Little Queen Street is seeking a Front Office Leader to mentor and coach the Front Office Agents, manage shifts and ensure exceptional guest service. You will report to the Assistant Front Office Manager and work in a fast-paced hotel environment on a rotating roster.

Your daily duties include supporting daily Front Office operations, upholding brand standards, handling guest requests and resolving issues while ensuring a top-tier guest experience.

Qualifications

• A minimum of 1 year experience in a leadership front office role in a similar sized hotel.
• Fluent in English and able to communicate professionally with guests and team members, both in person and over the telephone.
• Excellent leadership, interpersonal, training and development skills.
• A passion for delivering exceptional guest experiences.

Responsibilities

• Assist the Assistant Front Office Manager with the management and support of daily Front Office Operations.
• Manage and support the Front Office team, ensuring that brand standards are met and guest expectations are exceeded.
• Handle guest requests, inquiries and complaints promptly.
• Handle any management issues or emergencies that arise, record and resolve as necessary.
• Assist with Maintenance and Housekeeping related concerns outside business hours.
• Assist with Reservations quality checks and inventory management.
• Maximise sales revenues through up‑selling and marketing programs within the department.
• Maintain knowledge of hotel products, services, policies and emergency procedures.
• Ensure your team maintains a professional manner and are up to date with VIP guest movements, hotel events, local attractions and activities.

Skills

Leadership

Guest service

Communication

IT skills

Tools

Excel

Word

Job description

Hilton Melbourne Little Queen Street is seeking a Front Office Leader to mentor and coach the Front Office Agents, manage shifts and ensure exceptional guest service. You will report to the Assistant Front Office Manager and work in a fast-paced hotel environment on a rotating roster.

Your daily duties include supporting daily Front Office operations, upholding brand standards, handling guest requests and resolving issues while ensuring a top-tier guest experience.