Job Description

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it\xe2\x80\x99s with Hilton where we never forget the reason we\'re here: to delight our guests, Team Members, and owners alike.The Assistant Front Desk Manager is concerned with the strategic management of the Front Office department following Hilton brand standards, policies and procedures. This role is responsible for the operation of all Front Desk operations, the Transportation team, Concierge, and telephone service centre.What will I be doing?s an Assistant Front Desk Manager you are the first point of contact for dealing with all in house guest\xe2\x80\x99s feedback. The position predominately involves face-to-face contact with Guests and represents Senior-level hotel management in their absence. Specifically, the Assistant Front Desk Manager will perform the following tasks at the highest level of service:\xc2\xb7 Be available in the Front Desk area at all times to attend to matters, which require a decision to be made.\xc2\xb7 Monitor the conduct and performances of all Front Desk, Groups and Telephone staff at work and report findings to the head of the department concerned for follow up.\xc2\xb7 Monitor and ensure the cleanliness of the Front Desk area.\xc2\xb7 Assist and coach staff in dealing with special requests and complaints.\xc2\xb7 Ensure all house set up for the day\xe2\x80\x99s arrivals are accurate and timely completed.\xc2\xb7 Be aware of VIPs arrivals and departures together with the Guest Experience team.\xc2\xb7 Ensure sufficient staffing at the desk to meet the activities for the day at the desk.\xc2\xb7 Ensure that all Guest complaints are handled promptly and completely.\xc2\xb7 Ensure new staffs are coached and has proper buddy in their Job skills training period.\xc2\xb7 Recommend training opportunities and submit department monthly training schedule.\xc2\xb7 Ensure that all house rules and regulations are adhered to.\xc2\xb7 Assisting the Front Desk Manager in conducting confirmation and yearly performance appraisal of staffs.\xc2\xb7 Review Guest feedback from Stay Experience and any other forms of feedback with staff and take corrective measures with staff concerned.\xc2\xb7 Leverage on Artificial Intelligence (AI) / technology such as Kipsu, Stay Experience and Synergy to proactively meet customers\xe2\x80\x99 needs while shape culture and processes for innovation and continuous improvement.\xc2\xb7 To ensure that the agreed standards of appearance and presentation are maintained at the Front Desk at all times.\xc2\xb7 Ensure Brand standards are adhered by all staff by conducting audit\xc2\xb7 Demonstrate thorough knowledge of all credit procedures and ensure they are applied properly.\xc2\xb7 Offer current knowledge on all hotel products, services, policies, and emergency procedures\xc2\xb7 Be aware of room availability and be ready to make decision for acceptance or refusal of lay-over business\xc2\xb7 In charge of the hotel\xe2\x80\x99s evening and night operation, representing the management\xc2\xb7 Ensure the hotel\xe2\x80\x99s night audit run daily and all public area are in order during the night.\xc2\xb7 Be part of the hotel CERT team in emergency cases.\xc2\xb7 The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.As a support to Front Office, the Assistant Front Desk Manager is to lead the team on a daily basis, establishing a positive first impression for our guests. This role will foster a culture of success through strong leadership and team dynamic that enables an elevated guest experience.What are we looking for?An Assistant Front Desk Manager serving Hilton Brands is 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:\xc2\xb7 At least 3 years of Front Office experience in the luxury hotel, leisure, and/or retail sector\xc2\xb7 Current knowledge (proof of valid qualifications required) of health, safety, and security procedures\xc2\xb7 Calm, efficient, and the ability to work well under pressure in different situations\xc2\xb7 Excellent inter-personal and communication skills\xc2\xb7 Proficiency with Microsoft Word, Excel, and Outlook computer programs\xc2\xb7 A passion for delivering exceptional levels of Guest service\xc2\xb7 Meticulous grooming and presentation\xc2\xb7 Ability to work on your own or as part of a team\xc2\xb7 A relevant supervisory/management certificate/diploma or degree, preferredWhat will it be like to work for Hilton?Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

Hilton