Front Desk Supervisor Qian Tai Zhu Guan [China]

 

Front Desk Supervisor Qian Tai Zhu Guan

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 Front Desk Supervisor provides leadership and guidance to Front Desk staff during the assigned shift to ensure that consistent quality service is provided.

What will I be doing?

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

• Supervise Front Desk staff to ensure smooth and efficient operation during the assigned shift.

• Communicate effectively both verbally and in writing to provide clear directions to staff.

• Assign and instruct Guest Service Agents in the details of work, observing their performance and encouraging improvements.

• Use creative management skills to solve guest and team member problems, ensuring compliance with company standards to ensure consistent high-quality guest relations.

• Manage desk, resolve guest concerns, handles emergencies and other challenges that may occur during the assigned shift, implementing resolutions by using discretion and judgment.

• Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice.

• Listen to and understand requests, issues and situations from both guests and team members.

• Regular attendance in conformance with the standards 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 training to ensure that all team members are of the same standard.

• Attend training where and when required.

• Act as a coach and mentor to team members, reinforcing standards and 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 Labor 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 career.

• 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 know what is expected of them.

• Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately "at-home" when they arrive.

• Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honors and Frequent Flyer numbers enquired, 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.

• Follows-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, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.

• Allocate room in accordance to the guests' reservations, preferences and remarks, maintaining a systemized and sales focused approach to room inventory management.

• Ensure that guests' profiles and information is 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 hotel's facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.

• Up to date with information on facilities, attractions, places of interest, 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.

• Maintain hotel systems to ensure accuracy of information and data, and that it is easy to use and operate, in an organized and systemized way.

• Ensure 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 Assistant Front Desk and Guest Service Managers are kept aware and up to date with operational issues.

• Ensure that the day-to-day functions of the front desk are completed, including but not limited to Guest Service Manager's checklists, trace reports, credit limit checks, online back-ups, allocation of rooms, Lost Interface, Pay-Masters, discount and rate discrepancies, and 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 respected 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 competitor activities in order to be proactive and create market advantage.

• Adhere to the hotel 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's 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 ensuring that guests receive value for money.

• Handle guest relocations as required.

• Familiar with and master the Front Desk system.

• 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.

Fu Ze Dang Zhi Qi Jian Ling Dao Qian Tai Jie Dai Zuo Hao Ge Chong Jie Dai Gong Zuo ,Ti Gong Yi Zhi Gao Xiao De Fu Wu.

Wo De Ju Ti Zhi Ze Shi Shi Yao ?

• Du Cu Guan Li Dang Zhi Qi Jian Qian Tai Jie Dai Gong Zuo ,Que Bao Ti Gong You Zhi Gao Xiao De Fu Wu.
• Yu Yuan Gong You Xiao De Gou Tong ,Ti Gong Ming Que Zhi Shi ,Guan Zhu Yuan Gong De Biao Xian Bing Gei Yu Ji Li.
• Zai Zun Xun Jiu Dian Gui Zhang Zhi Du ,Wei Chi You Zhi Gao Xiao Fu Wu De Ji Chu Shang She Fa Jie Jue Suo You Bin Ke Ji Yuan Gong Yu Dao De Kun Nan He Wen Ti.
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• You Hao Cheng Zhi De Wen Hou ,Nai Xin Qing Ting ,Gou Tong Bing Jie Jue Suo You Bin Ke Yu Yuan Gong De Kun Nan He Wen Ti. Zai Tuan Dui Zhong Qi Dao Biao Lu Zuo Yong ,Neng Ying Jiu Dian Xu Qiu Diao Zheng Gong Zuo Shi Jian.
• Tong Guo Xun Lian Ji Yi Zhi De Guan Li ,Ling Dao He Ji Li Tuan Dui Yuan Gong.
• Ji Ji Di Can Jia Zhi Ye Pei Xun ,Rang Yuan Gong Bao Chi Shui Ping Yi Zhi.
• Zuo Yuan Gong De Dao Shi ,Ti Gao Yuan Gong Shui Ping ,Cu Jin Ta Men Wan Cheng Suo She Li De Mu Biao.
• Que Bao Yuan Gong Shou Ce ,Zhong Guo De Lao Dong Fa ,HRZhi Nan De Yi Zhi Xing ,Bi Yao De Shi Hou Ti Gong Pei Xun.
• Pei Xun Bu Men Gao Qian Neng Yuan Gong ,Cu Jin Gong Zuo Shui Ping De Ti Gao Ji Jin Yi Bu De Zhi Ye Gui Hua.
• Zhi Li Yu Jiu Dian Gong Zuo ,Wei Jiu Dian Fa Zhan Ti Gong Chuang Zao Xing De Jian Yi ,Wei Gu Ke He Zheng Ge Tuan Dui Ti Gong Gao Pin Zhi Fu Wu.
• Jian Dan Yi Dong De Pei Xun Xin Yuan Gong ,Shi Qi Jin Kuai Da Dao Sheng Ren Gong Zuo De Zui Di Biao Zhun ,Liao Jie Gong Si De Qi Xu Yu Yao Qiu.
• Wei Gu Ke Ti Gong Re Qing Zhou Dao De Fu Wu ,You Bin Zhi Ru Gui Gan.
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• Jiang Ke Ren Song Zhi Ke Fang ,Jie Shao Ke Fang Bu Ju ,Que Bao Xing Li Ji Shi Song Da.
• Cai Qu Bi Yao Xing Dong ,Ji Shi You Xiao De Chu Li Gu Ke De Bu Man ,Gua Dang De Shi Hou Gao Zhi Zhi Ban Jing Li Huo Bin Ke Guan Xi Jing Li. Hui Fang Ke Ren ,Que Bao Ke Ren Dui Jie Jue Fang Fa Man Yi.
• Wei Hu Gu Ke Dang An He Xin Xi ,Que Bao Yu Ding De You Xiao Xing He Zhun Que Xing.
• Zuo Wei VIPKe Ren Zui Xian Lian Xi Dao De Bu Men ,Yao Que Bao Ta Men De Ge Xing Hua Fu Wu.
• Xie Xiao Shou ,Yu Ding He Shang Ye Fa Zhan Tuan Dui Gong Tong Wei Ke Ren Ti Gong Fu Wu.
• Yin Ru Xin De Rong Yu Ke Hui Hui Yuan ,Que Bao Hui Yuan Ying De Li Yi ,Wei Hui Yuan Ti Gong You Zhi Zhuan Ye De Fu Wu.
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• Que Bao Bin Ke Dang An Xin Xi Ji Shi Lu Ru Gong An Shen Bao Xi Tong.
• Zun Xun Xi Er Dun Pin Pai Biao Zhun.
• Zhang Wo Xi Er Dun Jiu Dian Ji Tuan De Ji Ben Gai Kuang.
• Liao Jie Jiu Dian Zhou Bian Di Qu De Zui Xin Xin Xi ,Ming Sheng ,Feng Jing Di Deng ,Wei Gu Ke Ti Gong Fang Bian.
• Que Bao Qian Tai He Qi Ta Bu Men Jian De Gou Tong Jiao Liu ,Te Bie Shi Ke Fang Bu ,Can Yin Bu ,Cai Wu Bu Deng.
• Wei Hu Jiu Dian Dian Nao Xi Tong Xin Xi Shu Ju De Zhun Que Xing ,Bian Yu Xi Tong Cao Zuo ,Que Bao Qian Tai Yun Ying She Bei De Zheng Chang Yun Zhuan Yi Ji Gong Zuo Qu Yu De Zheng Ji Qing Ji.
• Que Bao Xin Xi De You Xiao Chuan Di ,Shang Wei Wan Cheng De Shi Qing Zhu Yi Yi Jiao Zhi You Guan Ren Yuan ,Rang Bin Ke Man Yi. Can Jia Ri Chang Li Hui Ji Qi Ta Hui Yi.
• Hui Bao Zui Xin De Gong Zuo Jin Zhan ,Que Bao Qian Ting Fu Jing Li He Bin Ke Fu Wu Jing Li Dui Bu Men Ying Yun Zhuang Kuang De Liao Jie.
• Que Bao Qian Tai De Ri Chang Guan Li ,Bao Gua Dan Bu Ju Xian Yu Gong Zuo De Jian Du ,Fang Jian Fen Pei ,Bao Gao ,Xin Yong E Du He Dui ,Dian Nao Shu Ju Bei Fen Ji Zhu Zhang De He Dui Deng.
• He Dui Ru Zhu Deng Ji Biao ,Hui Yi Ji Huo Dong Xin Xi ,Yu Ding Bei Fen Deng.
• Ru You Yao Qiu ,Ti Gong Wan Zheng De Bao Gao ,Bing Ji Shi Song Zhi Suo Xu Bu Men.
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• Jing Ti Shang Ye Jing Zheng Xing Wei , Cu Jin Ji Ji De Shi Chang Fa Zhan.
• Gen Ju Jie Ge Yao Qiu Xiang Ke Ren Ti Gong Xiang Ying Wu You Suo Zhi De Wu Pin.
• An Zhao Jian Kang An Quan ,Wei Ji Guan Li Bu Men ,Zai Nan Chu Li Fang Fa ,Jiu Huo Cheng Xu Zhi Xing. Zai Bin Ke Guan Xi Jing Li Bu Zai Chang De Qing Kuang Xia ,Can Yu Jiu Zhu Xing Dong.
• Yan Ge Zun Shou Xian Jin Shou Fu Shou Xu ,Que Bao Suo You Shou Yin Yuan De Xian Jin Zhang Mu Zhun Que Wu Wu ,Shou Zhi Ping Heng.
• Shou Qu Xian Jin ,Xin Yong Qia ,Dai Jin Quan ,Gong Si Huo Di San Fang Fu Fei Deng Fu Wu Shi Yao Yan Ge Zun Shou Jiu Dian Gui Ding.
• Wei Ke Ren Ti Gong Bao Xian Xiang ,Bao Zheng Ta Men De Cai Wu An Quan.
• Gen Jin Dan Bao Yu Ding Ji Fu Kuan Fang Shi ,Que Bao Jiu Dian Shou Ru.
• Que Bao Suo You Zhang Dan Xiao Fei De Jing Zhun Xing ,Wei Ke Ren Ti Gong Gao Xiao Kuai Jie De Jie Zhang Fu Wu.
• Kong Zhi Hua Fei ,Jie Yue Cheng Ben.
• Zhua Zhu Shang Ji ,Yong He Li De Fang Shi Ti Gao Jiu Dian Shou Ru ,Que Bao Ke Ren Gan Shou Dao Wu You Suo Zhi.
• Bang Zhu Ke Ren Jie Jue Huan Fang Jian Shi Yi.
• Ru You Bi Yao ,Gai Bu Men You Quan Geng Gai Huo Bu Chong Gai Zhi Wei Miao Shu.
• Wan Cheng Ren He Qi Ta He Li De Zhi Ze He Bei Zhi Pai De Zhi Ze.
• Shou Xi He Zhang Wo Qian Tai Ge Xiang Xi Tong.

What are we looking for?

A Front Desk 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:

• Able to read, write, speak and understand the English language to communicate effectively with guests and employees.

• Able to access and accurately input information using a moderately complex computer system, including Hilton property management systems.

• Good interpersonal skills to provide overall guest satisfaction.

• Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.

• Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyse accurate information and resolve conflicts.

• Able to work under pressure and deal with stressful situations during busy periods.

• 2 to 3 years of related working experience 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!.

Xi Er Dun Qian Ting Bu Jing Li Shi Zhong Yao Yi Bin Ke De Li Yi Wei Zhong Bing Yu Qi Ta Tuan Dui Cheng Yuan Mi Qie He Zuo. Ruo Yao Cheng Gong Di Ying Pin Zhe Yi Zhi Wei ,Nin De Tai Du , Xing Wei , Ji Neng He Jie Zhi Guan Ying Fu He Xia Lie Biao Zhun :

• Neng You Xiao De Yong Ying Yu Gou Tong Jiao Liu.
• Neng Kuai Su You Xiao De Yun Yong Dian Nao Cao Zuo Xi Tong , Bao Gua Xi Er Dun Zi You De Guan Li Xi Tong.
• Yi Jiao Qiang De Ren Ji Jiao Wang Neng Li Ti Gao Ke Ren Man Yi Du.
• You Yue De Shu Ju Li Jie Xing ,Neng Dui Ri Chang Ying Yun De Shu Ju Gei Yu He Li Qia Dang De Jie Shi.
• Shan Chang Yu Chu Li Bin Ke Guan Xi ,Neng Kuai Su You Xiao De Ying Dui Ge Chong Wen Ti.
• Neng Zai Qiang Ya Xia Sheng Ren Gong Zuo.
• Liang Zhi San Nian Xiang Guan Gong Zuo Jing Yan Zhe You Xian.

 

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