Team Leader Front Office

Hilton Hotels; Gurugram District; On-site; INR 300,000 - 600,000; Full time

Job summary

Hilton Hotels in India is seeking a Front Office team member to provide high standards of guest service and support across rotating shifts. You will interact with guests, gather feedback, and ensureVIP and executive stays are seamless. Training on SOPs and OnQ PMS will be provided.

The role emphasizes flexibility, initiative, and collaboration with colleagues to maintain hotel-wide quality and guest satisfaction throughout shifts.

Qualifications

• Must maintain a customer-service focus and guest satisfaction.
• Demonstrate initiative, reliability and problem-solving to resolve guest issues.
• Be adaptable and willing to learn new skills and procedures.

Responsibilities

• Meet and interact with guests to enhance guest satisfaction.
• Solicit guest feedback and document stay details in SALT formats.
• Check amenities for VIP/executive/lady guests and prepare for express check-in.
• Maintain VIP room keys and stationeries for smooth check-in.
• Be prepared to transfer to other hotel departments or hotels within the chain at management discretion.
• Maintain quality standards and optimize departmental resources.
• Update guest preferences in the OnQ Property Management System.
• Work across rotating night, early, and late shifts.
• Avoid use of personal mobile phones during shift hours.

Skills

Customer service

Guest interaction

Teamwork

Tools

OnQ PMS

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.