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Hilton Worldwide (NYSE: HLT) is a leading global hospitality company, spanning the lodging sector from luxury and full-service hotels and resorts to extended-stay suites and focused-service hotels. For 95 years, Hilton Worldwide has been dedicated to continuing its tradition of providing exceptional guest experiences. The company's portfolio of twelve world-class global brands is comprised of more than 4,250 managed, franchised, owned and leased hotels and timeshare properties, with more than 700,000 rooms in 93 countries and territories, including Hilton Hotels & Resorts, Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Curio - A Collection by Hilton, Canopy by Hilton, DoubleTree by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Hotels, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. The company also manages an award-winning customer loyalty program, Hilton HHonors.
What will I be doing?
As Front Office Manager, you will oversee the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
Oversee the entire Front Office operation to maintain high standards
Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
- Set departmental objectives, work schedules, budgets, policies, and procedures
Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
Maintain good communication and working relationships with all hotel departments
Monitor staffing levels to meet cover business demands
Conduct monthly communication meetings and produce minutes
Manage staff performance issues in compliance with company policies and procedures
Recruit, manage, train and develop the Front Office team
Comply with hotel security, fire regulations and all health and safety legislation
Act in accordance with policies and procedures when working with front of house equipment and property management systems
Assist with other departments, as necessary
What are we looking for?
Front Office Managers serving Hilton Worldwide brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow: