Front Office Manager - DoubleTree Kemayoran

Overview

With thousands of hotels in over 100 countries and territories, Hilton offers opportunities to delight guests. Hilton brands include Hilton Hotels & Resorts, Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, Double Tree, Hilton Garden Inn, Hampton and many others. If you appreciate the impact global travel can have on the world, you may be the person we are looking for to work as a Hilton Team Member.

Because it’s with Hilton where we never forget the reason we’re here: to delight our guests, Team Members, and owners alike.

The Front Office Manager is responsible for the strategic management of the Front Office department following Hilton brand standards, policies and procedures. This role oversees the operation of all Front Desk operations, the Transportation team, Concierge, and the telephone service centre.

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

• Maintain high customer service focus by placing the customers at the center of your work.
• Have a positive impact, taking personal responsibility and initiative to resolve issues, and clearly communicate with both customers and colleagues.
• Be motivated and committed, approach all tasks with enthusiasm and seek opportunities to learn new skills or knowledge to improve performance.
• Be flexible, respond quickly and positively to changing requirements, including tasks requested of you.
• Maintain a high team focus by showing cooperation and support to colleagues in pursuit of team goals.
• Contribute ideas to enhance operational and environmental procedures in the hotel.
• Promote Hilton services and facilities to guests and hotel suppliers.
• Seek verbal feedback from customers and team members, and follow up as appropriate.
• Agree and implement actions to improve customer service.
• Handle customer complaints constructively with follow-up and feedback to the Director of Operations.
• Respond promptly and effectively to customer requests and queries while assisting on the floor during peak periods.
• Be available to assist on duty during busy days or special events.
• Maintain a presence in the lobby to model guest service for the team.
• Be proactive towards guests, assisting with reasonable requests and training team members to anticipate needs.
• Possess detailed knowledge of Hilton departmental standards and train team members with job skills checklists relevant to their responsibilities.
• Assess and monitor team performance against standards and develop action plans to address shortfalls.
• Implement improvements identified and demonstrate positive leadership to meet and exceed standards.
• Prepare rosters and schedules for team members to meet business needs, considering occupancy and events.
• Communicate effectively with Housekeeping, groups and tours, coordinating on in-house group events and special requests.
• Describe, assign and delegate duties and authority for the department at all times.
• Understand the situation in other departments and their implications for your own.
• Plan ahead and ensure adequate resources are available.
• Coordinate with Housekeeping to ensure follow-up, maintaining procedures for follow-up.
• Review shifts, handovers and briefings to ensure smooth operation.
• Maintain in-depth technical knowledge and skills required for the job.
• Maintain guest histories to support returning guests.
• Establish good communication with Housekeeping and participate in regular operational and hotel meetings.
• Ensure supplier liaison with Purchasing supports sponsorship, marketing and pricing initiatives.
• Maximize room revenue and profit through commercial room management with consistently high service standards.
• Make decisions on overbooking on the same day, with future over bookings monitored by the Revenue Manager.
• Understand hotel and department goals and communicate them to the team.
• Ensure daily operations are managed by Guest Service Managers and Supervisors who are accountable for profitability and service standards.
• Set and agree departmental objectives for self and team.
• Represent the needs of the team to others in the hotel and encourage cooperative work across departments.
• Keep the team…