Overview
Front of House Supervisor Jobs in Johannesburg, South Africa at Hilton
Job Description- Front of House Supervisor (HOT0
BDPL)
Job Number:
HOT0
BDPL
Work Locations
Hampton by Hilton Sandton Grayston Corner W Rd N and Grayston drive Johannesburg 2001
A Front of House Supervisor supervises the activities managed at the hotel front desk, including check-in/check-out, Food & Drink related matters, guest requests, concierge services, andpromotionof in-house activities.
What will I be doing?
To be a passionate host and highlycollaborativemember of the Guest Operations team, assisting the Front Office Team Leader and Guest Operations Manager in leading the department, developing a high-performing guest operations team, and delivering brand-specific customer experiences (mainly in FO but also across Guest Operations as well as Food & Beverage):
Come to work every day with a smile on your face.
Execute duties as assigned by the Guest Operations Manager and GM.
Work within the FO team and carry out the same roles as our FO Hosts, but take on additional ‘supervisor’ responsibilities.
Be a role model for others concerning brand-specific behaviours and passionate, friendly guest service.
Assist in providing apositive work environmentto Front Office team members that allows everyone to thrive and fulfil their potential.
Supervise and support FO Hosts in delivering outstanding, brand-unique customer service in all shifts (early, late, night).
Be willing to roll up your sleeves and help in other departments during busy periods and as required.
Regularly attend mandatory F&B service trainings to be ready to work shifts in F&B service if required. Duties of a FO Supervisor who is scheduled to work in F&B can also include order-taking, delivery of any food and/or beverage items, and clearing of tables.
Monitor Guest Feedback (SALT; Social Reviews) in every shift and initiate corrective actions immediately if necessary, to ensure positive guest experiences in our hotels at all times.
Plan and train new and existing FO and F&B Hosts on processes, products, systems, and brand-specific guest service delivery as per guidance of the FO Team Leader and Guest Ops Manager.
Be a positive and very active contributor in meetings (e.g., Huddles) with the FO team to help achieve/maintain a high level of trust & engagement.
Volunteer to participate in company campaigns such as Travel withPurposeand become an outstandingBrand Ambassador.
Every 6 months, rotate to a new ‘Champion’ area (e.g., Hilton Honors, Clean Stay, rostering) – our supervisors are responsible for taking ownership of their specialist area and ensuring the hotel is meeting and exceeding expectations in relation to this.
Coach 2 – 4guest experienceteam members, as assigned on a rotating six-month schedule.
In regular (e.g., monthly) departmentalleadershipmeetings, update HOD and/or Team Leader on the performance and progress of ‘coachees’ and suggest development opportunities for them in the coming month.
On-board and supervise assigned ‘coachee’ team members, ensuring execution of agreed development or performance improvement actions.
Demonstrate an awareness of guest priorities, anticipate needs, build rapport, and resolve guest problems very quickly and in a brand-specific manner.
Close guest transactions in FO effectively, solicit feedback, and deliver a memorable brand-specific goodbye (Check out).
Provide constructive suggestions/feedback to the GOM and FO Team Leader on products and pro…
Title: Front of House Supervisor
Company: Hilton
Location: Johannesburg, South Africa
Category: Hospitality / Hotel / Catering, Management
