What will I be doing?
As an Assistant Guest Service Manager, you will support the Guest Service Manager to ensure that team members are well-prepared and knowledgeable in delivering an exceptional experience for our guests, from check-in to check-out. Your role will contribute to the first impressions of our guests, and therefore, you will be expected to perform the following tasks to the highest standards:
- Assist in overseeing the entire Front Office operation to maintain high-quality standards.
- Gather guest feedback and implement operational improvements based on this input.
- Ensure that regular and important guests are acknowledged and that the reception team operates with a sales-focused attitude, promoting the hotel’s loyalty program.
- Maximize room occupancy at competitive rates and use up-selling techniques to enhance the promotion of hotel services and facilities.
- Set departmental targets, objectives, work schedules, budgets, policies, and procedures for the reception team.
- Monitor the appearance, standards, and performance of Front Office team members, with a strong emphasis on training and teamwork.
- Ensure team members are well-informed about hotel products, services, pricing, policies, and the local area, and are consistently trained on these areas to maintain high standards.
- Maintain effective communication and good working relationships across all hotel departments.
- Monitor staffing levels to ensure adequate coverage for business demands.
- Manage staff performance in alignment with company policies and procedures.
- Assist with the recruitment, training, and development of the Reception team.
- Follow company policies and procedures when working with front-of-house equipment and property management systems.
- Provide assistance to other departments as necessary.
What are we looking for?
As an Assistant Guest Services Manager for Hilton brands, you will always represent the interests of our guests and collaborate effectively with other team members. To succeed in this role, you should demonstrate the following attitudes, behaviors, skills, and values:
- Previous experience in a supervisory role in guest services within the hotel, leisure, or retail industry.
- High proficiency in IT.
- Strong commercial awareness and sales capabilities.
- Excellent leadership, interpersonal, and communication skills.
- Accountable, resilient, and solution-oriented.
- Commitment to providing a high level of customer service.
- Ability to perform well under pressure.
- Impeccable grooming standards.
- Flexibility to adapt to various work situations.
- Ability to work independently as well as part of a team.