Reception Supervisor

6 months ago

Sydney, Australia Hilton Full time

**About Hilton Hotels**

Our Team Members are changing the world one stay at a time. They're engaged and recognised in many ways for showcasing their talents. Join the most well known Hotel brand in the world and you'll have more than just a job. You'll have a challenging and rewarding career in the hospitality industry.

**What will I be doing?**

As a Reception Supervisor in the Front Office Department, you are responsible for ensuring the team create memorable guest experiences by efficiently assisting our guests to check into and out of the hotel in a friendly and engaging manner. You will have a supervisory role over all Front Office Team Members and a liaison role with all department Managers. Responsible for engaging with our guests from arrival to departure, you will respond to customer requests, inquiries and complaints (both internal and external) as the main point of contact in the hotel, and maximise sales revenues by participating in up-selling and marketing programs.
Your service philosophy will be to fill the earth with the light and warmth of hospitality by bringing Hiltons values to life in your everyday actions.

You will perform the following tasks to the highest standards:

- Be focused on hospitality and customer service, creating positive guest experiences in all interactions and ensure a consistently high standard of customer service is delivered by all Front Office Team Members
- To check in all guests, groups and tours to the hotel in an efficient and welcoming manner, ensuring an outstanding first impression and meeting all Brand Standards.
- Ensure your shift team have an current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP guests and special events
- Liaise with the Front Office Manager to actively develop Team Members' skills and performance through coaching and training
- Deliver loyalty program benefits and promote enrolment of Hilton Honors, acheiving hotel enrolment targets
- Ensure all systems are kept up to date with accurate information and Hilton Worldwide standards are complied with fully
- Ensure the entire reception team work with a sales focused attitude and are aware of sales opportunities within the hotel which will assist with the maximisation of revenue
- Develop and implement plans, procedures and actions to ensure WHS policy objectives and targets are met and carry out regular workplace inspections to identify potential or current hazards, ensuring corrective action is taken
- Manage Guest requests, inquiries, and complaints promptly and completely
- Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service

**What are we looking for?**

A Reception Supervisor 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:

- Positive attitude and willingness to be involved and interact with the overall Hilton team both at an individual and team level
- Be an outstanding coach, mentor and leader, committed to personal development.
- Previous Hotel Reception experience preferred
- Passionate, innovative, exciting initiatives delivered with consistency and excellent attention to detail
- Fluent in the English language in order to communicate professionally with guests and team members, both in person and over the telephone
- Competent in use of computers & IT systems. Previous experience with an integrated property management system preferred
- Demonstrated ability to resolve problems and conflict
- Experience in cash handling

**Culture and benefits**

Our team are responsible for living up to our brand promise of ‘ensuring that every guest feels cared for, valued and respected' we achieve this by ensuring our Blue Energy culture is alive in each of our hotels. Blue Energy is the unspoken energy and passion behind each of our dedicated team members who are focused on making a difference. It links our vision ‘To fill the earth with the light and warmth of hospitality' - to our values of ‘Hospitality', ‘Integrity', ‘Leadership', ‘Teamwork', ‘Ownership' and ‘Now'. As a Hilton team member you can expect to receive:

- A competitive industry wage and generous annual leave benefits
- Team member only discount global Hilton room rates
- Discounts of up to 50% on products and services in participating Hilton outlets
- Access to Hilton University training and learning programs
- Career development planning and opportunities

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