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. 

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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.  

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The Front Desk Manager assists the Front Office Manager and Assistant Front Office Manager in the administration and management of all Front Office operations to ensure profitability, control costs and quality standards, ensuring total guests’ satisfaction. This role efficiently coordinates the day-to-day operation of the Guest Relations division, providing leadership at the frontline level. 

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 What will I be doing? 

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

\n\nMaintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges. \nManage and approve rebates, refunds and discounts where applicable. \nAdhere strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount. \nAdhere 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 other. \nFollow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations. \nMaintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring that guests receive value for money and adhere to Hilton brand standards. \nKeep up to date and aware of competitor activities in order to be proactive and create market advantage. \nCompute daily payroll, schedules and other reports, analyze data and make decisions based on prior experiences and knowledge of circumstances to prepare daily and weekly forecasts of expected arrivals and departures. \nManage costs effectively by minimizing and controlling expenses. \nCommunicate effectively both verbally and in writing to provide clear direction to team members, observing performance and encouraging improvement.  \nLead and motivate team members by leading by example and employing competent and consistent management practices. \nActively take part in training the team, facilitating formal training sessions and on the job training to ensure that all team members are of the same standard.  \nAttend training where and when required. \nAct as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets. \nMaintain discipline amongst team members, ensuring consistency in accordance with the team member handbook and HR guidelines, appropriately discipline when and where required. \nConducts PDRs, one-to-one meetings throughout the year, ensuring that the feedback given to team members is fair, unbiased and provides a platform for continued improvement, according to the Hilton standards. \nBe involved with succession planning and development of high potential team members to ensure that all team members are trained to progress to the next level of their career. \nContribute 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. \nResponsible 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. \nConduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members. \nInterview, select, train, supervise, evaluate, counsel, and administer disciplinary procedures for Front Office team members whenever required by the superior.  \nMaintain safety deposit boxes, ensuring that guests’ valuables are always safe and secure. \nAdhere to the hotel’s security and emergency policies and procedures. \nComply with Health & Safety, Emergency Management, Disaster manuals, Fire procedures and regulations.  \nComplete reports where and when requested, ensuring that they are complete and delivered on time to the respective parties. \nCarry out any other reasonable duties and responsibilities as assigned. \nThe Management reserves the right to make changes to this job description at its sole discretion.\n

What are we looking for? 

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A Front Desk Manager 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: 

\n\nAble to communicate in English & Japanese at business level, to communicate effectively and appropriately with guests and team members. \nAble 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. \nStrong interpersonal skills to provide overall guest satisfaction. \nExcellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels. \nThorough organization and supervisory skills. \nProficient in accomplishing tasks. \nAble to work under pressure and deal with stressful situations during busy periods. \nHave a basic IT literacy \nComfortable in working in shifted schedule including over-night duty\n\n

What will it be like to work for Hilton? 

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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! 

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