Service And Hospitality Manager

A Service And Hospitality Manager supervises the Guest Service/Front Office
Team to ensure that Team Members are prepared and well-informed to deliver our
Guests an exceptional experience from check-in through check-out.

What will I be doing?

As Service And Hospitality Manager, you will oversee the Guest Service/Front
Office Team which is the main connection between the Guest, the hotel, and the
various hotel departments. A Service And Hospitality 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 Guest Service/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 Guest Service 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 Guest Service 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?

Service And Hospitality Manager serving Hilton 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:
* Previous supervisory experience in Front Office within the hotel/leisure/retail sector
* High level of IT proficiency
* High level of commercial awareness and sales capabilities
* Experience of managing people and developing people
* Previous experience of managing a department and Profit and Loss account
* Excellent leadership, interpersonal and communication skills
* Accountable and resilient
* Commitment to delivering a high level of customer service
* Ability to work under pressure
* Excellent grooming standards
* Flexibility to respond to a variety of work situations
* Ability to work on your own and as part of a team

It would be advantageous in this position for you to demonstrate the following
capabilities and distinctions:
* Familiar with Property Management Systems
* A degree or diploma in Hotel Management or equivalent

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!