Front Desk Supervisor

4 weeks ago

Melbourne, Australia Hilton Full time

**About DoubleTree by Hilton Melbourne - Flinders Street**

Located in the heart of Melbourne's central business district, steps from the arts and entertainment district, DoubleTree by Hilton Hotel Melbourne - Flinders Street is an ideal base for travelers. Our modern Melbourne hotel is situated opposite historic Flinders Street Station and Federation Square and is within walking distance of corporate offices, the famous Melbourne Laneways, and the South Bank precinct. At DoubleTree our essence is "Simply Welcoming" and your position as Front Office All Rounder will ensure that all of your guests receive this special DoubleTree experience.

The Front Desk Supervisor provides leadership and guidance to Front Desk staff during the assigned shift to ensure that consistent quality service is provided. This role is part time.

**What will I be doing?**

As the Front Desk Supervisor, you will be responsible for performing the following tasks to the highest standards:

- Supervise Front Desk team members to ensure smooth and efficient operation during the assigned shift.
- Communicate effectively both verbally and in writing to provide clear directions to team members.
- Ensure an efficient reception experience for Guests, including check in/out, assisting with Concierge related duties such as knowledge of surroundings, booking tours & events and complete audit procedures, as required.
- Manage and resolve guest concerns, handles emergencies and other challenges that may occur during the assigned shift, implementing resolutions by using discretion and judgment.
- 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.
- 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.
- Ensure communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B; and Accounts.
- Maintain hotel systems to ensure accuracy of information and data, and that it is easy to use and operate, in an organised and systemizsd way.

**What are we looking for?**
- Able to access and accurately input information using a moderately complex computer system, including Hilton property management systems.
- Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyse accurate information and resolve conflicts.
- Able to work under pressure and deal with stressful situations during busy periods.
- 2 to 3 years of related working experience preferred.

**What would it be like to work for Hilton?**

Over the past few years, Hilton was named Best Place to Work, Best Multinational Workplace, inducted into DiversityInc Hall of Fame and other honors that reflect the company's commitment to its Team Members and workplace. You can also look forward to the following:

- Competitive wages with higher penalty rates than industry average
- Team Member discounts on accommodation at over 6000 hotels worldwide
- 25% off Food & Beverage in the hotel
- Complimentary meal on shift
- Uniform laundered at the hotel
- Leadership training programs created in conjunction with Harvard Business School, to help further your career development.
- Team Member Recognition Programs, including monthly celebrations and annual team party.
- Employee Assistant Program & Mental Health Program
- Hilton's 2030 corporate social responsibility goals, volunteering and community engagement opportunities.

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