A Front Office Team Leader supervises the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out.

A Front Office Team Leader is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

Oversee the entire Front Office operation to maintain high standards

Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement

Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme

Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities

Set departmental objectives, work schedules, budgets, policies, and procedures

Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork

Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices

Maintain good communication and working relationships with all hotel departments

Monitor staffing levels to meet cover business demands

Conduct monthly communication meetings and produce minutes

Manage staff performance issues in compliance with company policies and procedures

Comply with hotel security, fire regulations and all health and safety legislation

Act in accordance with policies and procedures when working with front of house equipment and property management systems

Front Office Team Leader serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

A degree or diploma in Hotel Management or equivalent

A minimum of 3 years of Front Office supervisory experience in the hotel / leisure, sector

High level of commercial awareness and sales capabilities

Experience of managing people and developing people

Excellent leadership, interpersonal and communication skills

Accountable and resilient

Commitment to delivering a high level of customer service

Ability to work under pressure

Excellent grooming standards

Flexibility to respond to a variety of work situations

Ability to work on your own and as part of a team

Familiar with Property Management Systems

Job: Guest Services, Operations, and Front Office

Title: Front Office Team Leader

Location: null

Requisition ID: HOT0B0FV

EOE/AA/Disabled/Veterans