Front Office Manager

Hilton Worldwide, Inc.; Kota Bandung; On-site; IDR 100,000,000 - 200,000,000; Full time

Job summary

A leading global hospitality company is seeking a Front Office Manager to oversee the Front Office department and ensure exceptional guest experiences. The role involves managing operations, training staff, and maintaining high service standards. Ideal candidates will possess strong communication and problem-solving skills, along with the ability to work under pressure. Join a team dedicated to delivering excellence in hospitality.

Qualifications

• Fluency in spoken and written English.
• Excellent relations with staff and guests.

Responsibilities

• Oversees Front Desk operations and ensures compliance with standards.
• Maintains high customer service standards and resolves issues proactively.
• Trains staff and prepares rosters based on business needs.

Skills

Communication

Organization

Teamwork

Problem-Solving

Job description

Job Description - Front Office Manager (HOT0BMAX)

Job Description

Job Number:

HOT0BMAX

Work Locations

Hilton Petaling Jaya Hotel, No 2 Jalan Barat, Petaling Jaya, 46200

Hilton offers numerous opportunities across its over 100 countries and territories, providing exceptional experiences for travelers worldwide. Our brands include Hilton Hotels & Resorts, Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton, and others.

We seek individuals passionate about global travel and hospitality to join us as Hilton Team Members, dedicated to delighting guests, colleagues, and owners alike.

The Front Office Manager oversees the strategic management of the Front Office department, ensuring compliance with Hilton standards, policies, and procedures. This role manages all Front Desk operations, Transportation, Concierge, and Telephone Service Centre.

What will I be doing?

As the Front Office Manager, your responsibilities include:

1. Maintaining high customer service standards by prioritizing guest satisfaction.
2. Resolving issues proactively and communicating effectively with guests and staff.
3. Motivating and engaging with the team to improve performance.
4. Adapting to changing requirements swiftly and positively.
5. Supporting team cooperation and contributing ideas for operational improvements.
6. Promoting Hilton's services and facilities actively.
7. Gathering feedback from guests and team members to enhance service quality.
8. Handling customer complaints with follow-up and feedback.
9. Responding promptly to guest requests and assisting during peak times.
10. Maintaining a visible presence in the lobby, setting an example for service excellence.
11. Training staff on Hilton standards and assessing performance regularly.
12. Developing action plans to address service shortfalls and implementing improvements.
13. Leading and motivating the team to exceed standards.
14. Preparing staff rosters considering business needs and special events.
15. Coordinating with other departments, especially Housekeeping, to ensure smooth operations.
16. Managing departmental resources, including staffing, inventory, and equipment.
17. Participating in budgeting, financial analysis, and reporting.
18. Recruiting, onboarding, and training new team members.
19. Ensuring health and safety regulations are followed and maintained.
20. Engaging in community relations and hotel marketing activities.

Additional responsibilities include managing revenue, overbooking, and guest histories, as well as fostering a positive work environment aligned with Hilton’s values.

What are we looking for?

Ideal candidates should demonstrate:

• Excellent communication, organization, and teamwork skills.
• Responsibility, motivation, and proactive problem-solving abilities.
• Ability to maintain excellent relations with staff and guests.
• Resilience under pressure and familiarity with computer systems.
• Fluency in spoken and written English.

What will it be like to work for Hilton?

Hilton is a global leader in hospitality, committed to providing exceptional guest experiences. Our vision is to fill the earth with the light and warmth of hospitality, with Team Members at the heart of this mission.

Job

Positions include Guest Services, Operations, and Front Office.