Front Desk Manager​/フロントデスクマネージャー

Job Number

Front Desk Manager／フロントデスクマネージャー (HOT0

BKRX)

Hilton Niseko Village Higashiyama-Onsen, Niseko-cho Abuta-gun Niseko 048-1592

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, Double Tree, Hilton Garden Inn, Hampton and many others.

As the Front Desk Manager, you will be responsible for performing the following tasks to the highest standards:

• Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.
• Manage and approve rebates, refunds and discounts where applicable.
• Adhere strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.
• Adhere to the company’s credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third-party payments for rooms, meetings, F&B and other.
• Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.
• Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring that guests receive value for money and adhere to Hilton brand standards.
• Keep up to date and aware of competitor activities in order to be proactive and create market advantage.
• Compute daily payroll, schedules and other reports, analyze data and make decisions based on prior experiences and knowledge of circumstances to prepare daily and weekly forecasts of expected arrivals and departures.
• Manage costs effectively by minimizing and controlling expenses.
• Communicate effectively both verbally and in writing to provide clear direction to team members, observing performance and encouraging improvement.
• Lead and motivate team members by leading by example and employing competent and consistent management practices.
• Actively take part in training the team, facilitating formal training sessions and on the job training to ensure that all team members are of the same standard.
• Attend training where and when required.
• Act as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
• Maintain discipline amongst team members, ensuring consistency in accordance with the team member handbook and HR guidelines, appropriately discipline when and where required.
• Conducts PDRs, one-to-one meetings throughout the year, ensuring that the feedback given to team members is fair, unbiased and provides a platform for continued improvement, according to the Hilton standards.
• Be involved with succession planning and development of high potential team members to ensure that all team members are trained to progress to the next level of their career.
• 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 know what is expected of them.
• Conduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members.
• Interview, select, train, supervise, evaluate, counsel, and administer disciplinary procedures for Front Office team members whenever required by the superior.
• Maintain safety deposit boxes, ensuring that guests’ valuables are always safe and secure.
• Adhere to the hotel’s security and emergency policies and procedures.
• Comply with Health & Safety, Emergency Management, Disaster manuals, Fire procedures and regulations.
• Complete reports where and when requested,…