Front Desk Manager

6 months ago

Brisbane, Australia Hilton Full time

The Front Desk Manager is responsible for the strategic management of the Front Desk department following Hilton brand standards, policies and procedures. The Front Desk Manager must deliver tangible results, bring culture to life and ensure that the highest standards are maintained at all times.

**What will I be doing?**
- Oversee the entire Front Desk operation to maintain high standards and adherence to hotel and company guidelines
- Analyse data and feedback to evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement and development of best practices
- Ensure all Guests are recognised and assist in organising all special requirements
- Ensure commercial objectives are adhered too with a focus on maximising occupancy and ADR in line with hotel strategy
- Drive up-selling to enhance the guest experience and deliver incremental RevPAR
- Have a strong knowledge of Hilton Brand Standards and Loyalty Platform
- Manage problem resolution and instill a culture of empowerment and first point of contact resolution
- Manage all departmental objectives, work schedules, budgets, policies, and procedures
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- Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and receive ongoing training in policies and best practices
- Maintain a collaborative and productive relationship with all hotel departments
- Manage and maintain workforce levels to meet business demands and in line with budgeted targets and guidelines
- Conduct regular department communications meetings to ensure team members are up to date with current policies, changes, products and hotel/company objectives
- Manage all recruitment, training and development of the Front Desk Team
- Act in accordance with and ensure total adherence to policies and procedures when working with front of house equipment and property management systems
- Oversee the Front Desk operation to maintain high standards, while also ensuring rigorous adherence to policies and procedures, particularly when utilising front of house equipment and property management systems
- Manage all departmental objectives, work schedules, budgets and team members performance in compliance with company policies and procedures

**What are we looking for?**

Front Desk Managers 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:

- Previous supervisory experience in Front Office within the hotel/leisure/retail
- High level of IT proficiency
- High level of commercial awareness and sales capabilities
- 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

**What will it be like to work for Hilton?**
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. Our amazing Team Members are at the heart of it all

In the Front Office Manager role, you will receive the benefit of carparking at a location designated by the hotel, Monthly Dry Cleaning allocation and participation in the Annual Bonus Scheme. In addition, global Team Member rates and career opportunities are available.

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