Executive Floor Supervisor

2 weeks ago

กรงเทพมหานคร, Thailand Hilton Full time

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

The Executive Floor Supervisor provides guidance and leadership, ensuring that consistent quality of customer service is provided to all guests in accordance with Hilton brand standards.

**What will I be doing?**

As the Executive Floor Supervisor, you will be responsible for performing the following tasks to the highest standards:

- Observe performance of team members and encourage improvements.
- Monitor the Executive Floor traffic to make team membering adjustments accordingly.
- Manage Executive Lounge operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel.
- Assist Guest Service Agents, Operators, Reservation Agents, Bell Attendants and other departments with any questions or requests.
- Resolve customer complaints by conducting thorough research of the situation and using the most effective resolution.
- Authorize revenue allowances to resolve problems only after alternative solutions have been offered.
- Prepare and conduct daily pre-shift meetings, communicate effectively with all team members and provide them with any information necessary to provide guest service in accordance with Hilton brand standards.
- Monitor performance of team members with performance evaluations and take disciplinary actions when required.
- Make recommendations for training related issues when inconsistencies develop at the Executive Floor Desk.
- Maintain regular attendance in conformance with the standards, which may be established by Hilton from time to time.
- Work varying schedules to reflect the business needs of the hotel, due to the cyclical nature of the hospitality industry.
- Support and motivate Front Desk team members by leading by example and employing competent and consistent management practices.
- Actively take part in training the team, supporting and leading formal training sessions and focusing on on-the-job trainings to ensure that all team members are of the same standard.
- Attends trainings where and when required.
- Act as a coach and mentor to team members, reinforcing standards, expectations and motivating team members to strive for established targets.
- Maintain discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labour Law and HR guidelines.
- Be involved with the development of high potential team members to ensure that all team members are trained to progress to the next level of their careers.
- Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
- Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their jobs and that they know what is expected of them.
- Ensure guests feel expected and immediately “at-home” when they arrive.
- Check-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, Hilton Honors and Frequent Flyer numbers enquired about, and method of payment is secured.
- Ensure that guests are escorted to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.
- Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager or Guest Service Manager to follow-up where appropriate.
- Follow-up with all guests to ensure satisfaction with problem resolutions.
- Maintain awareness of guests' profiles and specific preferences, ensuring that they are acted upon for each reservation.
- Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
- Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.
- Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program. Ensure that existing Hilton Honors members receive personal and professional service that recognizes th

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