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To provide a positive guest experience through ensuring the front office department is supervised to DoubleTree by Hilton brand standards, and that the overall hotel operation runs effectively. Maintain direct supervision over all night shift members and ensures guest and team member safety.
To work cohesively with fellow team members and other departments to ensure the product provided by the hotel in respect of quality, service, hygiene and value is maintained, so as to establish DoubleTree by Hilton as the preferred Hotel in Darwin.
To embody the spirit of DoubleTree by Hilton CARE Culture – Creating A Rewarding Experience for our Guests, Team Members and Community; and fulfilling the DoubleTree by Hilton Brand Promise – “We provide the special comforts & acts of kindness that make the traveler feel human again.”
ResponsibilitiesSpecific Duties
People
Report to the Front Office Manager and follow all reasonable directions; communicate issues or concerns
To build & maintain communication with fellow team members, service team members, supervisors & associated hotel departments, collaborating and supporting as required
To read notice boards, run and or participate in shift briefings and attend team meetings to ensure understanding of hotel and department news
Lead the way by setting the standards required of punctuality, grooming and behaviour
Communicate hotel information and upskill team
Manage front office team performance, providing necessary coaching and elevating issues as required to the Front Office Manager
Quality
- Ensure night audit is run smoothly and that all required reporting procedures are followed in line with brand standards
- Ensure all quality requirements from the Brand, the individual hotels and the local market are adhered to at DoubleTree by Hilton, managed by Hilton Worldwide
Complete required brand training and support Front Office Manager to ensure Guest Service Agents complete training within required timeframes
Report any engineering matters via M1
Customer
Being focused on creating a rewarding experience for all guests throughout the entirety of their stay at DoubleTree by Hilton
Managing guest queries, issues and complaints with sensitivity, urgency and sincerity; using the Make it Right and HEART techniques according referencing empowerment guidelines
Being aware of hotel activities, by reading logs, memos, information board, group arrivals and departures and EO packs
Work productively unsupervised and having high attention to detail
Drive to achieve established guest satisfaction and loyalty tracking goals
Handle guest relocations wherever necessary with care and attentiveness to reduce disruption to the guest
Profit
Supervise and train team members to maximize revenue through promotion of hotel restaurants, services and other upgrades
Increase revenues and thereby profit by implementing suggestive selling and up-selling techniques and ensure that the team on your shift do the same.
Ensure all team members follow procedures for handling cash and reporting
Minimize waste and energy usage in line with hotel sustainability initiatives
Promote and follow the protocols of the Hilton HHonors program
Manage payroll cost through monitoring efficiency of team member performance and timely completion of checklist
WH&S Management
Effectively manage any emergency situations that occur whilst on shift
Be familiar with the hotels fire evacuation emergency policies & procedures, accident & incident identification & recording
Understand the procedures in the event of an emergency, be prepared to take on responsibility of Chief Warden
Complete regular security walks of the property
Follow SOPs in relation to chemical handling and guest room safety
Report any Workplace Health & Safety matters immediately to Front Office Manager
Complete incident and accident report forms as required and communicate in a timely fashion to all parties concerned
Follow all safety and security standards and procedures to ensure that both guest and team member safety is a priority
Travel with Purpose:
Recognize Hilton's environmental responsibility and commitment in working towards a sustainable future and champion these, especially within the pre-opening phase.
Actively get involved with community activities and encourage your team to do the same.
Perform all duties in accordance with Hilton's environmental policies and projects.
Diploma in Business or above Qualification
