Front Office Supervisor & Guest Experience Lead

OUE LIMITED; Singapore; On-site; SGD 48,000 - 60,000; Full time

Job summary

Hilton Singapore is seeking an Assistant Manager, Front Office to lead the front desk team during the assigned shift, ensuring high-quality guest service and adherence to brand standards.

You will supervise front desk staff, coach and train teammates, resolve guest concerns, coordinate with Sales, Reservations and other departments, and actively promote Hilton Honors benefits to guests while maintaining efficient check-in/check-out processes.

Responsibilities

• Supervise front desk team members to ensure smooth and efficient operation during the assigned shift.
• Understand departmental objectives for self and team, and work together to achieve the goal accordingly.
• Communicate effectively both verbally and in writing to provide clear directions to staff.
• Assign and instruct Front Office Executive in the details of work, observing their performance and encouraging improvements.
• Use creative management skills to solve guest and team member problems, ensuring compliance with company standards to ensure consistent high-quality guest relations.
• Manage desk, resolve guest concerns, handles emergencies and other challenges that may occur during the assigned shift, implementing resolutions by using discretion and judgment.
• Greet guests with a friendly and sincere welcome, using a positive and clear speaking voice.
• Listen to and understand requests, issues and situations from both guests and team members.
• Support and motivate team members by leading by example and employing competent and consistent management practices.
• Actively take part in training the team, supporting and leading formal training sessions and focusing on on-the-job training to ensure that all team members are of the same standard.
• Attend training where and when required.
• Act as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
• Be involved with the development of high potential team members to ensure that all team members are trained to progress to the next level of their career.
• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
• Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their jobs and know what is expected of them.
• Create a warm and welcoming arrival for guests, ensuring that they feel welcome and "at-home" upon arrival.
• Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honors numbers enquired, and method of payment is secured.
• Ensure that guests are informed on hotel facilities and room features, and luggage is delivered in a prompt manner.
• Handle complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager/ Assistant Front Office Manager to follow-up where appropriate.
• Follows-up with all guests to ensure satisfaction with problem resolutions.
• Maintain awareness of guests' profiles and specific preferences, ensuring that they are acted upon for each reservation.
• Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.
• 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.
• Allocate room in accordance to the guests' reservations, preferences and remarks, maintaining a systemized and sales focused approach to room inventory management.
• Ensure that guests' profiles and information is input into the OnQ system in a timely and accurate way.
• Apply Hilton brand standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.
• Knowledgeable of the hotel's facilities and services as well as basic knowledge of Hilton International
• Keeping up to date with information on facilities, attractions, places of interest, sights and activities in and around the hotel.
• Ensure communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Finance.
• Maintain hotel systems to ensure accuracy of information and data, and that it is easy to use and operate, in an organized and systemized way.
• Ensure that the front desk equipment and systems are functioning at all times, and the work area is maintained in a clean, tidy and organized way.
• Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.
• Conduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members.
• Ensure that the Duty Manager/ Assistant Fro

Job description

Hilton Singapore is seeking an Assistant Manager, Front Office to lead the front desk team during the assigned shift, ensuring high-quality guest service and adherence to brand standards.

You will supervise front desk staff, coach and train teammates, resolve guest concerns, coordinate with Sales, Reservations and other departments, and actively promote Hilton Honors benefits to guests while maintaining efficient check-in/check-out processes.