Personal Concierge/ Guest Relations - Supervisor

Role Overview

Personal Concierge/Guest Relations – Supervisor at Hilton. You will manage the daily operations of the front office and guest services teams, ensuring that all guests receive outstanding service and memorable experiences.

Role Purpose

You will lead front office and guest services operations, managing check-in and check-out processes, resolving guest concerns, and directing a team of front desk agents and guest service representatives to meet the hotel's service standards while delivering exceptional hospitality.

Key Responsibilities

Front Office Operations

• Oversee daily front office activities, including guest service, registration, room inventory, and adherence to policies and standards.
• Manage check-in and check-out processes to ensure efficiency and guest satisfaction.

Guest Experience & Service Excellence

• Welcome guests and respond to inquiries promptly.
• Resolve guest concerns and service issues to uphold service standards.
• Assist in tracking guest satisfaction and guide the team to implement improvements that enhance the guest experience.
• Review VIP reservations and ensure an elevated and seamless check-in and check-out experience for VIP guests.
• Delight guests by delivering memorable experiences that make their stay exceptional.

Revenue & Sales

• Assist in promoting hotel services and executing up-selling tactics to drive room occupancy and revenue growth.

Team Leadership & Development

• Supervise and support front office team members, monitoring their performance.
• Provide regular coaching and training to team members.
• Ensure the team is well-informed of hotel offerings, services, and local attractions.
• Foster a positive and productive work environment.
• Inspire and motivate staff to meet hotel service standards.

Qualifications & Experience

• Proven experience in a front office or guest service management role within the hospitality industry.
• Strong leadership and team management skills, with the ability to inspire and motivate staff.

Skills & Competencies

• Excellent communication and interpersonal skills, with a guest-centric approach.
• Strong problem-solving abilities and attention to detail.
• Ability to handle high-pressure situations.
• Proficiency in hotel property management systems (PMS) and front office operations.
• Proficiency in English; additional languages are a plus.

Additional Information

• Ability to work flexible hours, including nights, weekends, and holidays.