Service Supervisor-Front Desk

4 months ago

Shanghai, China Hilton Shanghai Hongqiao Full time
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’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.  

What will I be doing? 

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

Supervise and manage the reception work during your duty period, ensuring that high quality and efficient service is provided.  Communicate effectively with employees, provide clear instructions, pay attention to their performance and motivate them.  Resolve all guest and staff difficulties and problems while following hotel rules and regulations, maintaining high quality and efficient service.  Manage the Front Desk / Restaurant and handle any emergency on duty, with good judgment and determination.  Extend friendly and sincere greetings, patiently listen, communicate and solve all guest and staff difficulties and problems.   Play a leading role in the team and adjust work hours according to hotel requirements.  Lead and motivate team members through training and consistent management.  Take the necessary actions to deal with any complaints in a timely and effective manner, informing the Service Manager where appropriate, ensuring customer satisfaction with solutions.  Maintain customer profile and information to ensure the validity and accuracy of the reservation.  Arrange rooms according to guest reservations or preferences and carry out detailed inventory management.  Maintain the accuracy of the hotel computer system information and data, facilitate the system operation, ensure the normal operation of front desk operating equipment and a clean work area.  Know the latest information of hotel’s surrounding area, places of interest, scenery, etc., providing convenience to customers.  Ensure the effective transmission of information and unfinished tasks to the relevant personnel one by one, to the satisfaction of guests.   Participate in routine meetings and other meetings.  Ensure the daily management of the Front Desk / Restaurant, including but not limited to work supervision, room assignment, reporting, credit limit checking, computer data backup and master account checking.  Ensure the maintenance and necessary inventory of all equipment and keep all items in order.  Follow health and safety, crisis management, disaster management and firefighting procedures, participating in the operation in the absence of the Guest Service Manager.  Understand dietary requirements and can give appropriate advice and management.  Master hotel product knowledge and provide relevant training to employees.  Understand all restaurant dishes in order to recommend them to guests.  Be familiar with all restaurant and hotel business hours.  Follow service procedures to ensure that all areas of the restaurant meet breakfast, lunch and dinner service standards, including the preparation of the cashier desk, communication with the Chef, and details of the restaurant reservations.  Check the daily restaurant reservations to ensure that staff can prepare according to reservations and set up the table correctly, making the appropriate preparation, and calling guests to confirm their reservations.  Assist colleagues in the Dining Room and Kitchen when necessary and complete the tasks assigned by the manager.  Check employee grooming to ensure that our team members receive our guests in the best possible spirit.  Plan for any inadequacies in the work to avoid affecting the quality of customer service.   Assist o prepare the schedule and work arrangement for each employee (Consider internal events, guest occupancy, special events, product promotions, etc.).  Assist the Front Desk to communicate with the team and care for guests.  Check on guest satisfaction and give feedback to the relevant personnel if there are any comments, keeping a good record of customer comments.  Work closely with Housekeeping and Engineering departments to ensure the integrity and cleanliness of departmental equipment.  Establish good communication with Kitchen staff.  Perform any other reasonable duties as assigned.  The department reserves the right to change or supplement the job description if necessary.  Requirements

What are we looking for? 

A Service 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: 

College degree or above with good command of both Chinese and English (written and verbal) to meet business needs.  1 to 2 years working experience in Front Desk or Restaurant, preferred.  Fast and efficient use of computer operating systems, including Hilton's own management system.  Improve guest satisfaction with strong interpersonal skills.  Good at dealing with guest relations, able to quickly and effectively deal with all kinds of problems.  Ability to work under pressure.  Strong coordination and communication skills.  Patient with a high sense of responsibility and proactive in dealing with problems.  Strong sense of responsibility and self-motivation.  A strong team player who can work well independently. 

What 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 

Source: Hospitality Online

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