フロントデスクスーパーバイザーは、フロントオフィスマネージャーと共に、宿泊部 フロント業務に携わっていただくポジションです。
日々のフロントデスク業務や、お客様へ卓越したサービスを提供いただきます。ダブルツリーbyヒルトン京都東山にお越しただいたお客様が、最高のおもてなしを体験できるよう、日々サービスの向上を図ります
職務内容
- チェックインとチェックアウト
- ゲストサービスチームメンバーに対するホテルのサービス、価格、特別なプロモーション、毎日のVIPや特別なイベントに関する最新の知識の伝達、トレーニング
- その日にホテルで行われるイベントやVIPゲストについて、シフトチームへの通達およびアドバイス
- アップセルやマーケティングプログラムによる売上収益の最大化の構築
- ゲストからのリクエスト、問い合わせ、ご意見への迅速かつ完璧な対応および管理
- ゲストサービスに焦点を当てたフロントデスクのプロフェッショナルな外観維持
- キャッシャー業務
- セーフティボックス管理
- ベル業務
- ドア業務
- コンシェルジュ業務
上記は主な業務の要約であり、これまでのご経験に応じて活躍いただける幅も広がります。
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.
\nIf 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.
\n\n
The Front Desk Supervisor provides leadership and guidance to Front Desk staff during the assigned shift to ensure that consistent quality service is provided.
\n\n
What will I be doing?
\nAs the Front Desk Supervisor, you will be responsible for performing the following tasks to the highest standards:
\n• Supervise Front Desk staff to ensure smooth and efficient operation during the assigned shift.
\n• Communicate effectively both verbally and in writing to provide clear directions to staff.
\n• Assign and instruct Guest Service Agents in the details of work, observing their performance and encouraging improvements.
\n• Use creative management skills to solve guest and team member problems, ensuring compliance with company standards to ensure consistent high-quality guest relations.
\n• Manage desk, resolve guest concerns, handles emergencies and other challenges that may occur during the assigned shift, implementing resolutions by using discretion and judgment.
\n• Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice.
\n• Listen to and understand requests, issues and situations from both guests and team members.
\n• Regular attendance in conformance with the standards established by Hilton from time to time.
\n• Work varying schedules to reflect the business needs of the hotel due to the cyclical nature of the hospitality industry.
\n• Support and motivate front desk team members by leading by example and employing competent and consistent management practices.
\n• 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.
\n• Attend training where and when required.
\n• Act as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
\n• Maintain discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labor Law and HR guidelines.
\n• 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.
\n• 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.
\n• 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.
\n• Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
\n• 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.
\n• Ensure that guests are escorted to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.
\n• Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager or Guest Service Manager to follow-up where appropriate.
\n• Follows-up with all guests to ensure satisfaction with problem resolutions.
\n• Maintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation.
\n• Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
\n• Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.
\n• 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.
\n• Allocate room in accordance to the guests’ reservations, preferences and remarks, maintaining a systemized and sales focused approach to room inventory management.
\n• Ensure that guests’ profiles and information is input into the Police Report system in a timely and accurate way.
\n• 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.
\n• Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.
\n• Up to date with information on facilities, attractions, places of interest, sights and activities in and around the hotel.
\n• Ensure communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.
\n• 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.
\n• 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.
\n• 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.
\n• Conduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members.
\n• Ensure that the Assistant Front Desk and Guest Service Managers are kept aware and up to date with operational issues.
\n• 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.
\n• Check registration cards, meetings and functions information, billing instructions, financial records and reservation backups to ensure that all information received is acted upon.
\n• Complete reports where and when requested, ensuring that they are complete and delivered on time to the respected parties.
\n• Ensure that the front desk is kept stocked and maintained with requisitions and that par levels are maintained, and stock tracked.
\n• Keep up to date and aware of competitor activities in order to be proactive and create market advantage.
\n• 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.
\n• 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.
\n• Adhere strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.
\n• 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.
\n• Maintain safety deposit boxes, ensuring that guests’ valuables are safe and secure at all times.
\n• Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.
\n• Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.
\n• Manage costs effectively by minimizing and controlling expenses.
\n• 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.
\n• Handle guest relocations as required.
\n• Familiar with and master the Front Desk system.
\n• Carry out any other reasonable duties and responsibilities as assigned.
\n• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
応募資格（歓迎）
- ホテルフロント勤務経験のある方優遇
- コミュニケーションをとることが大好きな方
- お客様に特別な体験を提供することを考えるとワクワクする方
- 向上心があり、達成思考の高い方
- 仲間に思いやりを持って接することができる方
- タイムマネジメントが得意で効率的に仕事ができる方
- PC操作ができる方（Word/Excel）
- 英語スキルがあれば尚可
------
求める人物像
・ヒルトンのミッションおよびバリューへの共感
・ホスピタリティ業界への興味（業界への関心および働く人々への共感）
・チームおよび内部顧客に対して、相手のニーズを理解し誠実に対応した経験がある方
本ポジション・職場の魅力
・オフィスは他部署を含め多様な人材が働く国際的かつ家族のような温かみが
感じられる職場で、一例として次のような独自の福利厚生も完備しています。
例：GO Hilton 従業員割引制度（特別価格で宿泊およびレストラン利用が可能）、
従業員食堂（1日2食が無料）
・また、従業員のキャリアアップを応援しているのも特徴の一つです。本ホテルのみならず、ヒルトングループ全体で社内公募制度があり、これを活用して様々なポジションに挑戦できる環境があります。
選考プロセス
1 次面接→2次面接 ※状況に応じてプロセスが変更となる場合があります。
What are we looking for?
\nA Front Desk Supervisor serving Hilton Brands always works on behalf of our guests and with other team members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:
\n• Able to read, write, speak and understand English to communicate effectively with guests and employees.
\n• Able to access and accurately input information using a moderately complex computer system, including Hilton property management systems.
\n• Good interpersonal skills to provide overall guest satisfaction.
\n• Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
\n• 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 analyze accurate information and resolve conflicts.
\n• Able to work under pressure and deal with stressful situations during busy periods.
\n• 2 to 3 years of related working experience preferred.
\n\n
What will it be like to work for Hilton?
\nHilton 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 travelers 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 daily hospitality experiences. And our outstanding Team Members are at the heart of it all!