As a Front Desk Assistant Manager, you will oversee the front office activities between the Guest, the hotel, and the various hotel departments to deliver outstanding guest service and financial profitability. A Front Desk Assistant Manager is responsible for supervising the activities that create the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Supervise Front Desk operations during your assigned shift to a consistently high standard 
• Ensure your shift team has a current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events 
• Conduct pre-shift briefings and advise your shift team of any special events or VIP Guests in the hotel that day 
• Assign daily shift tasks and ensure the tasks completion by every end of the shift
• Maintain and update guest history and marketing database as required
• Ensure that a detailed hand over is carried out between shifts including the volume of business, special guests, tasks to be clarified/completed and any special events that are taking place.
• Monitor the appearance, standards, and performance of Team Members with an emphasis on training and team work 
• Maximize sales revenues through up-selling and marketing program 
• Manage Guest requests, inquiries, and complaints promptly and completely 
• Support new team members in any areas that they are not yet competent to handle independently 
• Conduct daily training, coaching and guidance accordingly to new team members, to provide evaluation to team members when required
• Handle group arrivals and departures in the absence of the group coordinator 
• Coordinate with various departments such as F&B, Engineering, Finance, Housekeeping, Sales, and external parties when running as a Group coordinator. 
• Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service 
• Follow up on required actions to Guests and team members in other departments 
• Monitor departure rooms promptly in order to manage the room situation and avoid any guest disputes 
• Ensure that the Front Desk is sufficiently stocked with daily essentials (including stationery, letterheads, folio paper etc.) 
• Support in receiving and confirming room reservations 
• Supervise financial transactions at the front desk 
• Ensure that operational challenges and Guest comments/ issues are communicated to the Manager on Duty 
• Aid the shift team in cashiering-related matters as required 
• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
• Conversant with Operator operations, computer and CRM / HotSOS / Kipsu / Vision systems 
• Follow and adhere to company brand standards and Forbes guidelines.
• Attend training and meetings as required 
• Familiarize with hotel and Front Office policies 
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

What are we looking for?

A Front Desk Assistant Manager serving Hilton Brands is 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:

• At least 3 years of Front Office experience in the hotel, leisure, and/or retail sector
• Strong commercial/business awareness and demonstration of sales capabilities 
• Calm, organized work ethic with the ability to prioritize and meet deadlines 
• Excellent supervisory, inter-personal, and communication skills 
• A passion for delivering exceptional levels of Guest service 
• A relevant supervisory/management certificate/diploma or degree, preferred

 
What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!