Front Office Shift Leader

Role Overview

Front Office Shift Leader at Hilton. This role supervises day-to-day guest services operations and delivers memorable experiences that define the guest stay.

Role Purpose

Lead the front office team in executing all guest services functions with excellence, ensuring seamless operations, resolving guest issues, and maximizing revenue through service quality and proactive sales engagement.

Key Responsibilities

Guest Services Supervision

• Lead team members in performing all guest services functions, including bell services, luggage storage, package delivery, valet, and parking.
• Ensure all related systems are optimized to deliver a seamless guest experience.

Team Operations & Leadership

• Create team schedules and assign tasks based on operational needs.
• Lead pre-shift meetings to align the team on priorities and expectations.
• Provide training, guidance, and in-the-moment feedback to team members.
• Advise team members of any special events and VIP guests.

Revenue & Sales

• Maximize sales revenue through up-selling and marketing programs.

Guest Issue Resolution

• Respond directly to guest inquiries and concerns.
• Support team members in handling complex or escalated issues.

Special Projects

• Lead department initiatives or ad-hoc assignments as assigned.

Skills & Competencies

• Passion for spreading the light and warmth of hospitality.
• Acting with integrity and always doing the right thing.
• Inspiring others through strong leadership.
• Belief that teamwork drives the best outcomes.
• Sense of ownership and accountability.
• Focus on urgency and discipline in execution.