Front Desk Assistant Manager: Elevate Guest Experiences

HILTON INTERNATIONAL ASIA PACIFIC PTE LTD; Singapore; On-site; SGD 60,000 - 90,000; Full time

Benefits offered by this job

Incredible travel perks – 110 nights (

Health & welfare benefits

Job summary

Hilton seeks a Front Desk Assistant Manager to lead front desk operations, supervise staff, and ensure outstanding guest service. You’ll manage reservations, drive revenue through up-selling, and coordinate with F&B, Engineering, Finance and Housekeeping on daily activities.

You’ll train and coach team members, handle VIP guests, and monitor guest history and marketing data. Hilton values integrity, leadership, teamwork, and accountability in a fast-paced environment.

Qualifications

• Relevant experience in Front Office, hospitality, leisure, retail, or a related service environment.
• Demonstrated commercial awareness and ability to support business and sales objectives.
• Strong organisational and time-management skills, with the ability to prioritise tasks and meet deadlines.
• Strong supervisory, interpersonal, and communication skills.
• Passion for delivering excellent guest service and creating positive guest experiences.
• Relevant supervisory or management qualification, such as a certificate, diploma, or degree, is an advantage.

Responsibilities

• Supervise Front Desk operations during your assigned shift to a consistently high standard.
• Ensure your shift team has current knowledge of hotel products, services, pricing and promotional offers, as well as daily VIP and special events.
• Conduct pre-shift briefings and advise your shift team of any special events or VIP Guests in the hotel that day.
• Assign daily shift tasks and ensure the tasks completion by every end of the shift.
• Maintain and update guest history and marketing database as required.
• Ensure that a detailed hand over is carried out between shifts including the volume of business, special guests, tasks to be clarified/completed and any special events that are taking place.
• Monitor the appearance, standards, and performance of Team Members with an emphasis on training and team work.
• Maximize sales revenues through up-selling and marketing program.
• Manage Guest requests, inquiries, and complaints promptly and completely.
• Support new team members in any areas that they are not yet competent to handle independently.
• Conduct daily training, coaching and guidance accordingly to new team members, to provide evaluation to team members when required.
• Handle group arrivals and departures in the absence of the group coordinator.
• Coordinate with various departments such as F&B, Engineering, Finance, Housekeeping, Sales, and external parties when running as a Group coordinator.
• Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service.
• Follow up on required actions to Guests and team members in other departments.
• Monitor departure rooms promptly in order to manage the room situation and avoid any guest disputes.
• Ensure that the Front Desk is sufficiently stocked with daily essentials (including stationery, letterheads, folio paper etc.).
• Support in receiving and confirming room reservations
• Supervise financial transactions at the front desk
• Ensure that operational challenges and Guest comments/ issues are communicated to the Manager on Duty
• Aid the shift team in cashiering-related matters as required
• 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.
• Conversant with Magic operations, computer and CRM / HotSOS / Kipsu / Vision systems
• Follow and adhere to company brand standards and Forbes guidelines.
• Attend training and meetings as required
• Familiarize with hotel and Front Office policies
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

Skills

Front Office experience

Commercial awareness

Time management

Supervisory/Management qualification

Guest service

Tools

CRM systems

Magic operations

Job description

Hilton seeks a Front Desk Assistant Manager to lead front desk operations, supervise staff, and ensure outstanding guest service. You’ll manage reservations, drive revenue through up-selling, and coordinate with F&B, Engineering, Finance and Housekeeping on daily activities.

You’ll train and coach team members, handle VIP guests, and monitor guest history and marketing data. Hilton values integrity, leadership, teamwork, and accountability in a fast-paced environment.