As the Front Desk Team Leader, you will be responsible for performing the following tasks to the highest standards:

• Maintain high customer service focus by approaching your job with the customers always in mind.
• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
• Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
• Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
• Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
• Agree and implement actions to make improvements to customer service.
• Positively dealing with and learn from customer complaints and comments with follow-up and feedback to the Director of Operations.
• Coordinate with the Housekeeping department to ensure cleaning is followed-up.
• Maintain guest histories to assist with returning guests.
• Attend and participate in regular operational and hotel meetings.
• Communicate goals to the team.
• Provide city information to guests.
• Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before guests ask.
• Ensure the shift is reviewed, and handovers and briefings are carried out.
• Getting members of the team to work cooperatively with others.
• Create an environment where “everyone sells”.
• Keep the team up to date about departmental, hotel and company activities through regular communication meetings and memos, including special events and promotions in the restaurants and bars.
• Plan ahead and ensure adequate resources are available.
• Set and agree to departmental objectives for self and team.
• Attempt to communicate with guests in guest’s native language if applicable.
• Have complete knowledge of operational systems at the Front Office.
• Carry out any other reasonable duties and responsibilities as assigned.