The Reception Supervisor is responsible for leading by example and ensuring an exceptional guest experience at all times. This role requires excellent organizational skills, strong time management, and a commitment to upholding Hilton's values and standards. The Reception Supervisor will support both the day and night operations, working closely with the Night Team to ensure seamless communication, operational efficiency, and outstanding guest satisfaction.
Key Responsibilities
- Supervise the daily operation of the Reception team, ensuring service standards are consistently met.
- Lead by example in delivering exceptional guest service in line with Hilton's hospitality values.
- Support the Night Team by ensuring thorough handovers, accurate communication, and effective follow-up of outstanding tasks.
- Maintain excellent timekeeping and attendance, setting a professional example for the team.
- Organize daily workloads and ensure Front Office procedures are completed accurately and efficiently.
- Assist with training, coaching, and developing team members to enhance performance and service delivery.
- Handle guest enquiries, requests, complaints, and feedback professionally and promptly.
- Monitor room allocation, check-in and check-out processes, and guest satisfaction levels.
- Ensure compliance with Hilton brand standards, health and safety policies, and company procedures.
- Support revenue opportunities through upselling and promoting hotel services.
- Collaborate with other departments to ensure smooth hotel operations and a positive guest experience.
- Assist with reporting, administration, and auditing requirements as required.
Skills and Experience
- Previous experience in a Front Office or Reception supervisory role.
- Excellent organizational and time-management skills.
- Strong leadership and communication abilities.
- Reliable with outstanding timekeeping and attendance.
- Ability to remain calm and professional in a fast-paced environment.
- Strong problem-solving and decision-making skills.
- Good knowledge of hotel property management systems and Microsoft Office applications.
- Flexible approach to working hours, including supporting night operations when required.
Job Type: Full-time
Work Location: In person
