Front Office / Guest Service - Supervisor / Team Leader

About Us

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide and are committed to providing the best stay for every guest.

Responsibilities

• Guest Service & Experience: Maintain strong relationships with guests, ensure high service standards and personalized experiences; greet VIP guests daily and oversee their service experience; address and resolve guest complaints promptly, escalating to the Guest Operations Manager when necessary; maintain guest profiles and booking information; stay informed about local attractions and services to provide recommendations.
• Revenue & Sales Management: Drive revenue by implementing and monitoring sales promotions at the Front Desk and Restaurant; ensure all team members understand and contribute to room and restaurant sales targets; work closely with Sales, Reservations, and Business Development teams to enhance guest services and explore new business opportunities; ensure compliance with the company's credit policy to meet revenue targets.
• Team Leadership & Development: Lead, motivate, train and mentor team members; identify training needs, encourage skill development, and prepare high-potential staff for leadership roles; ensure adherence to Hilton brand standards and company policies.
• Operational Excellence: Oversee the department with a sales-driven approach to maximize hotel profitability; implement action plans to achieve annual revenue goals; keep senior management informed about risks, opportunities, and performance metrics; ensure smooth communication between Guest Services and other hotel departments; monitor restaurant operations, collaborate with the Kitchen team on menu updates, and evaluate financial performance.
• Compliance & Safety: Adhere to hotel safety policies, emergency procedures, and operational standards; ensure all team members comply with company policies and service guidelines.

Qualifications

• College degree or above with good command of English to meet business needs.
• 3 to 5 years of experience in Front Desk and Restaurant management.
• Strong coordination and communication skills; patient with high sense of responsibility, proactive in dealing with problems, self-motivated and a strong team player who can work independently.

Additional Information

• Assist in talent recruitment and retention; provide high-quality service to Hilton Honors members and promote the program; ensure accurate room assignments and guest preference management; attend daily meetings and perform other duties as assigned by management.