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Front Office Supervisor

Hilton Petaling Jaya

MYR 1,800.00 - MYR 2,000.00

JOB DESCRIPTION

JOB DESCRIPTION

  • Ensure Hilton’s Brand Service standards are consistently practiced by all team members.
  • Show recognition to regular customers.
  • Must be familiar with Hotel’s Policies and procedures and to comply with each and every guest request.
  • Review daily all arrivals and departures, paying special attention to VIPs. Co-ordinate registrations in KLIA with the concierge team.
  • Ensure that all customer queries or requests are handled in a polite and efficient manner and that a high level of customer service is consistently maintained.
  • Must be present at all times in the Reception area (except at handover times).
  • Ensure that an “open eye” attitude in maintained at all times to improve the performance of the department as a whole.
  • Maintain a high standard of personal appearances, grooming and hygiene in accordance with the hotel policy.
  • Ensure that the team is efficient, smart, clean and friendly with both customers and team members.
  • Ensure that all duty shifts are being carried out following all pre-set procedures.
  • Ensure the well being of the Reception team.
  • Maximise room sales and revenue for the hotel by ensuring a sales orientated attitude is adopted at all times.
  • Responsible for keeping low the level of rebates / allowances by ensuring a high degree of accuracy at all times.
  • Prepare hourly back-up reports without exception.
  • Follows up company credit procedures to ensure all revenue expected will be received.
  • Ensure the Front desk is clean and Tidy.
  • Ensure all Front Desk equipment is working properly.
  • Ensure Shift checklists are followed up point by point and signed at the end of each shift.
  • Ensure that all Reception staff is punctual, properly groomed and fully aware of all handover contents.
  • Ensure a high level of product knowledge of the hotel and local area.
  • Be fully aware of all property management systems.
  • To be fully conversant with the Hotel Emergency and Evacuation procedures.
  • To be fully conversant with manual Front Office procedures to be used in the event of the Hotel’s computer systems being off-line. Co-ordinate the smooth and efficient check-in of Groups and Tours. Review on E-Check In / NOR1 upgrade / Huanying arrival request and action accordingly.
  • Assisting Room Coordinator to follow up on Group Master and House Account.
  • To train and shadow all new team members according to the training schedule.
  • This position includes early and late shifts on a rotating basis.
  • Knowledge on the HHonors benefit.
  • To actively promote the benefits of Hilton HHonors  / Make it Right commitment  to all guests and patrons of the Hotel and  adopting a sales attitude.
  • Have a thorough knowledge of all credit procedures and ensure that these procedures are adhered to.
  • Must know all Hotel products and services and actively recommend to our guests.
  • Continuous coaching and counselling of Reception team.
  • Review all guest arrivals and ensure that rooms are assigned according to the reservation and preferences.
  • To monitor on guest’s room account.
  • High balance check to be performed in both morning and afternoon shift.
  • Motivate colleagues and create a team environment through blue energy spirit.
  • Any other duties assigned by Front Office Manager or their designate.
  • Plans, schedules and supervises the Training of the Team Members.
  • Plans and schedules the Operations Duty Rosters of the Team Members.  
  • Provides coaching and counseling to Team Members.
     


JOB REQUIREMENT

JOB REQUIREMENT

  • Fluent in English, Bahasa and other languages will be beneficial
  • Minimum SPM or equivalent qualification.
  • At least 2 years experience at Front Desk.
  • Excellent knowledge in OnQ system.
  • Able to work in a different shift.
  • Good customer relations and team player.
  • Must be pleasant personality. 
     

Hilton Petaling Jaya

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