【职位描述】
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.
The Executive Floor Supervisor provides guidance and leadership, ensuring that consistent quality of customer service is provided to all guests in accordance with Hilton brand standards.
What will I be doing?
As the Executive Floor Supervisor, you will be responsible for performing the following tasks to the highest standards:
• Observe performance of team members and encourage improvements.
• Monitor the Executive Floor traffic to make team membering adjustments accordingly.
• Manage Executive Lounge operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel.
• Assist Guest Service Agents, Operators, Reservation Agents, Bell Attendants and other departments with any questions or requests.
• Resolve customer complaints by conducting thorough research of the situation and using the most effective resolution.
• Authorize revenue allowances to resolve problems only after alternative solutions have been offered.
• Prepare and conduct daily pre-shift meetings, communicate effectively with all team members and provide them with any information necessary to provide guest service in accordance with Hilton brand standards.
• Monitor performance of team members with performance evaluations and take disciplinary actions when required.
• Make recommendations for training related issues when inconsistencies develop at the Executive Floor Desk.
• Maintain regular attendance in conformance with the standards, which may be established by Hilton from time to time.
• Work varying schedules to reflect the business needs of the hotel, due to the cyclical nature of the hospitality industry.
• Support and motivate Front Desk team members by leading by example and employing competent and consistent management practices.
• Actively take part in training the team, supporting and leading formal training sessions and focusing on on-the-job trainings to ensure that all team members are of the same standard.
• Attends trainings where and when required.
• Act as a coach and mentor to team members, reinforcing standards, expectations and motivating team members to strive for established targets.
• Maintain discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labour Law and HR guidelines.
• Be involved with the development of high potential team members to ensure that all team members are trained to progress to the next level of their careers.
• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
• Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their jobs and that they know what is expected of them.
• Ensure guests feel expected and immediately “at-home” when they arrive.
• Check-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, Hilton Honors and Frequent Flyer numbers enquired about, and method of payment is secured.
• Ensure that guests are escorted to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.
• Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager or Guest Service Manager to follow-up where appropriate.
• Follow-up with all guests to ensure satisfaction with problem resolutions.
• Maintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation.
• Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
• Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.
• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program. Ensure that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
• Allocate rooms in accordance to guests’ reservations, preferences and remarks, maintaining a systemized and sales focused approach to room inventory management.
• Ensure that guests’ profiles and information are input into the Police Report system in a timely and accurate way.
• Apply Hilton brand standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.
• Knowledgeable of the hotels’ facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.
• Keep up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.
• Ensure communication, coordination and cooperation between the Front Desk and other operating departments, specifically Housekeeping, F&B and Accounts.
• Prepare the Executive Lounge for F&B service, monitoring service and preparation areas to ensure cleanliness and presentation standards.
• Meet and greet regular and normal guests during the service, ensuring satisfaction.
• Maintain hotel systems to ensure accuracy of information and data, ensuring that it is easy to use and operate in an organized and systemized way.
• Ensures that the Front Desk equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.
• Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.
• Conduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members.
• Ensure that the Executive Floor Manager and Front Office Manager are kept aware and up to date of operational issues.
• Ensure that the day-to-day functions of the Executive Floor are completed, including but not limited to checklists, trace reports, credit limit checks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, discounts and rate discrepancies as well as registration cards.
• Check registration cards, meetings and functions information, billing instructions, financial records and reservation backups to ensure that all information received is acted upon.
• Complete reports where and when requested, ensuring that they are complete and delivered on time to the respective parties.
• Ensure that the front desk is kept stocked and maintained with requisitions and that par levels are maintained, and stock tracked.
• Keep up to date and aware of competitors’ activities in order to be proactive and create market advantage.
• Adhere to the hotel’s selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.
• Comply with Health & Safety, Emergency Management, the Disaster Manual, Fire procedures and regulations.
• In the absence of the Guest Relations Manager, be a part of the Fire Team and take action accordingly.
• Adhere strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.
• Adhere to the company credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
• Maintain safety deposit boxes, ensuring that guests’ valuables are safe and secure at all times.
• Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.
• Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.
• Manage costs effectively by minimizing and controlling expenses.
• Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhere to Hilton brand standards and ensure that guests receive value for money.
• Complete daily checklists of duties, to assure that appropriate reports are filed, and use analysis and judgment skills when preparing room discrepancy reports.
• Pre-register all VIPs’ and Hilton Honors reservations so that the rooms may be inspected, and at the same time to ensure amenities are delivered to the correct rooms.
• Prepare daily forecasts of expected arrivals and departures using analysis and judgment skills.
• Operation of office equipment such as facsimile and the photocopier as needed.
• Respond promptly to guest requests for a supervisor or manager.
• Carry out any other reasonable duties and responsibilities as assigned.
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
【任职要求】
What are we looking for?
An Executive Floor 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:
• High School degree.
• Minimum of 2 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience.
• Good communication, organization and coordination skills.
• Team player with a strong sense of responsibility and self-motivation.
• Able to maintain excellent relations with team members.
• Able to work under great physical and mental pressures.
• Understand basic spoken English to meet business needs.
• Familiar with computer systems preferred.
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!
