Guest Service Supervisor

4 months ago

Manama, Bahrain Hilton Full time

Position Purpose

To be a passionate host and highly collaborative member of the Guest Service team, delivering concierge services as well as brighthearted check in and & outexperiences to hotel guests.

Duties & Key Responsibilities
- Execute duties as assigned by the FOM or General Manager.
- Organise the 'work area' to be able to deliver brighthearted customer service from welcome to good-bye during assigned shifts (early, late, night).
- Provide friendly and assistance to guests, going the extra mile to equip them with all they need in order to have an unforgettable brighthearted stay.
- Build rapport with local attractions (restaurants, bars, museums, landmark sites etc.) and develop knowledge of all the best places to visit to support the delivery of great guest experiences. Pro-actively & regularly share this knowledge with the FO team.
- Support Guest Service Agents FO in delivering brighthearted, attentive and efficient customer service in all shifts (early, late, night),
- Check in and check out guests during peak C/I & C/O times to avoid queues of waiting guests
- Demonstrate an awareness of guest priorities, anticipate needs, build rapport and resolve guest problems very quickly.
- Monitor Guest Feedback (SALT; Social Reviews) daily and initiate corrective actions immediately if necessary
- Assist the FOM in providing a safe and stimulating working environment, allowing all Guest Service FO team members to thrive and grow their skills.
- Plan and train new and existing Guest Service FO and F&B; team members on guest assistance (concierge) tasks and brighthearted guest service delivery as per guidance of the FOM.
- As per instructions of the FOM, hold pre and post shift briefs with the Guest Service FO team and ensure learning is applied by all FO TMs during the next shift.
- Regularly attend mandatory F&B; service trainings to be ready to work shifts in F&B; service if required. Duties of a GS Supervisor (in charge of Concierge Services) who is scheduled to work in F&B; can also include the order-taking, delivery of any food and/or beverage items, and clearing of tables.
- Be a positive and active contributor in meetings (e. g. Huddles) with the Guest Service FO team to help achieve / maintain a high level of trust & engagement in the team
- Provide constructive suggestions/feedback to the FOM on products and processes.
- Always deliver 'fair share' in team task elements of the role and support colleagues whose workload may temporarily be heavy.

Be a role model for others in regards to passionate, friendly guest service in line with HGIbrand values and personality behaviours.

**What are we looking for?**
Concierge Supervisors 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:

- Positive attitude and good communication skills
- Commitment to delivering a high level of customer service
- Excellent grooming standards
- Flexibility to respond to a variety of different work situations
- Ability to work on your own and as part of a team
- Knowledge of the local area

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

- Previous experience working in Concierge Supervisor in a hotel environment

**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. 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

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