Team Leader Front Office

Hilton; Gurugram District; On-site; INR 300,000 - 500,000; Full time

Job summary

Hilton in Gurugram is seeking a Front Office/Guest Services team member to deliver outstanding service, greet guests, and support seamless check-in and check-out.

You will adapt to rotating shifts, maintain professional appearance, and work closely with colleagues to meet guest needs, document preferences, and uphold hotel policies.

This role offers exposure to luxury hospitality standards and opportunities to learn the OnQ system and assist VIP guests.

Qualifications

• Customer-focused service orientation.
• Strong communication with guests and colleagues.
• Willingness to learn and adapt to hotel policies.
• Ability to work in a fast-paced hospitality environment.

Responsibilities

• Maintain high customer service focus and keep guests in mind.
• Resolve issues with personal responsibility and initiative, communicating clearly with guests and colleagues.
• Be flexible and responsive to changing requirements, including rotating shifts.
• Support and cooperate with the team to achieve department goals.
• Ensure adherence to Front Office policies and guidelines.
• Maintain professional appearance and grooming according to hotel policy.
• Work night shifts and rotating early/late shifts.
• Avoid using personal mobile phones during shifts.
• Meet and interact with guests to enhance satisfaction.
• Solicit guest feedback and document stays in SALT formats.
• Check amenities for VIP and executive guests and prepare for express check-in.
• Possess the ability to transfer within the hotel or chain as needed.
• Maintain quality standards and optimize departmental resources.
• Update guest preferences in OnQ PMS regularly.
• Ensure smooth operations of the department.
• Drive efficiency improvements in performance.

Skills

Customer service

Communication

Teamwork

Problem solving

Job description

Job Description

To maintain a high customer service focus by approaching your job with the customers always in mind.

• To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
• To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
• To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
• To maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.
• To ensure that all Front Office related polices and guidelines are followed and implemented.
• Maintain a high standard of personal appearance, grooming and hygiene in accordance with the hotel policy
• This position includes night shift work as well as early and late shifts on a rotating basis.
• Team member is not permitted to use personal mobile phones during the shift hours.
• Meet and interact with guests to enhance guest satisfaction
• Solicit guest feedback on their stay in the Hotel through documentation in SALT formats.
• Check if all amenities are in place for VIP, executives and lady guests.
• Check the VIP rooms and keep the keys and personal stationary ready to facilitate express check-in.
• You can be transferred at the discretion of the Management to any sub department or department within the Hotel or any other Hotel of the same chain
• Maintain quality standards and maximize utility of departmental resources.
• Regularly update guest preferences and profiles on the OnQ Property Management System.
• Responsible for smooth operations of the department.
• Improve efficiency standards to ensure better performance.