Front Desk Team Leader

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, Tapestry 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&039;re here: to delight our guests, Team Members, and owners alike.
The Front Desk Team Leader is concerned with the strategic management of the Front Office department following Hilton brand standards, policies and procedures. This role is responsible for the operation of all Front Desk operations, the Transportation team, Concierge, and telephone service centre.
What will I be doing?
As the Front Desk Team Leader, you will be responsible for performing the following tasks to the highest standards:
• Attempt to communicate with guests in guest’s native language if applicable.
• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
• Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
• Have complete knowledge of operational systems at the Front Office.
• Ensure the shift is reviewed, and handovers and briefings are carried out.
• Plan ahead and ensure adequate resources are available.
• Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before guests ask.
• Positively dealing with and learn from customer complaints and comments with follow- up and feedback to the Front Office Manager.
• Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
• Maintain guest histories to assist with returning guests.
• Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
• Coordinate with the Housekeeping department to ensure cleaning is followed- up.
• Maintain high customer service focus by approaching your job with the customers always in mind.
• Set and agree to departmental objectives for self and team.
• Communicate goals to the team.
• Attend and participate in regular operational and hotel meetings.
• Create an environment where “everyone sells”.
• Agree and implement actions to make improvements to customer service.
• Carry out any other reasonable duties and responsibilities as assigned.
• Keep the team up to date about departmental, hotel and company activities through regular communication meetings and memos, including special events and promotions in the restaurants and bars.
• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
• Provide city information to guests.
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
• Getting members of the team to work cooperatively with others.
• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.

A Front Desk Team Leader 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:
• Able to read, listen and communicate effectively in English, both verbally and in writing to meet business needs.
• Able to work under pressure and deal with stressful situations during busy periods.
• Able to access and accurately input information using a moderately complex computer system.
• Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• 1 to 2 years of related working experience preferred.
• Able to perform moderately complex mathematical calculations without error.
• Good interpersonal skills to provide overall guest satisfaction.

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 travellers 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!
- Competitive salary & benefits; 100% salary during probation period
- You’ll be part of an award winning culture and Hilton’s best in class travel benefits – Go Hilton Team Member Travel Program
- Professional growth; learning and development with Hilton
- Two days off per week to support work–life balance
- Comprehensive insurance coverage starting from probation period
- Participate in recognition programs and activities that celebrate achievements and contributions at Hilton
- Pre- opening Support Allowances

Cập nhật gần nhất lúc: 2026-04-16 14:10:03