Front Office Supervisor - Guest Service Leader

Hilton; Durban; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Hilton Durban is seeking a Front Office / Guest Service - Supervisor / Team Leader to manage daily front desk operations, guest services, check-in, check-out, and to ensure guests receive outstanding service across the hotel.

You'll lead a team of front desk agents and guest service representatives, monitor guest satisfaction, support upselling initiatives, and provide coaching and training to deliver memorable stays while working flexible hours, including nights and weekends.

Qualifications

• Proven experience in a front office or guest service management role within the hospitality industry.
• Strong leadership and team management skills, with the ability to inspire and motivate staff.
• Excellent communication and interpersonal skills, with a guest-centric approach.
• Strong problem-solving abilities and attention to detail, with the ability to handle high-pressure situations.
• Proficiency in hotel property management systems (PMS) and front office operations.
• Proficiency in English; additional languages are a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.

Responsibilities

• Oversee daily front office operations including guest service, registration, and room inventory.
• Monitor and elevate service by addressing guest issues and guiding improvements.
• Support revenue initiatives through up-selling and promoting hotel services.
• Provide regular updates and training on hotel offerings and local attractions.
• Delight guests by welcoming, answering inquiries, and resolving concerns.
• Oversee VIP guest experiences to ensure seamless check-in/check-out.
• Inspire and develop front office team members through coaching and performance feedback.

Skills

Front office management

Team leadership

Communication

Problem solving

PMS proficiency

English proficiency

Tools

PMS (Property Management System)

Job description

Hilton Durban is seeking a Front Office / Guest Service - Supervisor / Team Leader to manage daily front desk operations, guest services, check-in, check-out, and to ensure guests receive outstanding service across the hotel.

You'll lead a team of front desk agents and guest service representatives, monitor guest satisfaction, support upselling initiatives, and provide coaching and training to deliver memorable stays while working flexible hours, including nights and weekends.