Assistant Manager Front Desk

What will you be doing

As an Assistant Front Desk Manager, you will be responsible for overseeing the daily operations at the front desk and ensuring all guests have a welcoming and seamless experience. You will support the Front Desk team in delivering exceptional service, handling guest inquiries, and managing various administrative tasks. Your responsibilities will include:

• Guest Registration: Complete the registration process by accurately entering guest details into the system, confirming pertinent information (such as the number of guests and room rates), and providing written confirmations.
• Room Assignment: Select rooms based on guests' needs, code electronic keys, confirm room numbers, and ensure that the guests are aware of the location of their rooms.
• Hilton Honors Program: Promote Hilton Honors, explaining its benefits and assisting guests with enrollment. Ensure VIP guests receive recognition and personalized service.
• Payment Processing: Assist guests with check-out payments, including handling various forms of payment such as vouchers, credits, traveler's checks, and currency exchanges.
• Customer Service: Greet guests with a friendly, sincere welcome, addressing their requests and providing accurate information on hotel services, outlets, and local attractions.
• Special Requests: Handle special requests from guests and forward them to the relevant departments for execution.
• Team Collaboration: Support the team by being cooperative and helpful, contributing new ideas to improve customer service and overall hotel performance.
• Executive Floor Team: Work closely with the Executive Floor team to ensure effective communication and collaboration in meeting guest expectations.
• VIP and Special Occasions: Ensure VIP guests are recognized and their preferences are noted. Work with the Amenity Butlers to arrange special in-room setups for VIPs and guests celebrating occasions (e.g., birthdays or honeymoons).
• Corporate Guest Liaison: Coordinate with Sales, Reservations, and Business Development teams to manage corporate guests and ensure they receive the best service.
• Complaint Resolution: Handle guest complaints promptly and efficiently, escalating issues to the Duty Manager or Guest Relations Manager when necessary.
• Operational Tasks: Ensure the accuracy of guest information in the system, including details on reservations, billing, and special requests.
• Communication: Maintain effective communication with departments such as Housekeeping, Food & Beverage, Engineering, and IT to resolve any issues promptly.
• Revenue Maximization: Follow Hilton's pricing and selling strategy, ensuring transparent and value-for-money rates are offered to guests.
• Security & Safety: Adhere to all hotel security policies and procedures, including emergency and fire safety protocols.
• Cash Handling: Strictly adhere to cash handling procedures, ensuring the proper management of cash, credit card transactions, and other payment forms.
• Sales Opportunities: Be aware of potential sales opportunities within the hotel and work to maximize revenue in an ethical manner while providing value for money to guests.
• Emergency Protocols: Remain calm and alert during emergency situations or busy periods, managing any challenges effectively.

What are we looking for

To succeed in this role as an Assistant Front Desk Manager at Hilton, you should:

• Excellent Communication Skills: Be able to communicate effectively with guests, team members, and other departments.
• Guest-Oriented Approach: Focus on creating a welcoming and enjoyable experience for all guests.
• Strong Organizational Skills: Handle multiple tasks and responsibilities efficiently while maintaining attention to detail.
• Problem-Solving Abilities: Address guest complaints and operational challenges with a calm and solution-focused approach.
• Leadership: Guide the Front Desk team, ensuring they deliver top-quality service and maintain Hilton's brand standards.
• Team Player: Collaborate with other departments to ensure smooth hotel operations and guest satisfaction.
• Sales Acumen: Be aware of sales opportunities and work to maximize hotel revenue without compromising guest satisfaction.
• Cultural Sensitivity: Adapt to and communicate in guests' native languages when possible, creating an inclusive environment for all visitors.
• Adaptability: Maintain a calm demeanor during busy periods and emergency situations, ensuring minimal disruption to operations.

If you are passionate about hospitality, have strong leadership skills, and enjoy working in a dynamic environment, this position is ideal for you.