Job description - guest service supervisor (hot0bkhd)
job description
job number:guest service supervisor (job number:hot0bkhd )
work locationswork locations: hilton mexico city reforma av.
juarez no.
70 colonica centro delgacion cuauhtemoc mexico city 6010
a guest service supervisor is responsible for assisting the front office manager in directing, supervising, and coordinating the activities in the telecommunication department to achieve the highest possible guest satisfaction.
what will i be doing? A guest service supervisor is responsible for supervising the activities in the telecommunication department and must perform the following tasks to the highest standards:
assists front office manager in all aspects of guest service area to achieve the highest possible guest satisfactiondirects, supervises and coordinates the activities in telecommunication departmentdevelops and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease telephone lines and other telecommunication servicesinvestigates complaints regarding the telecommunication services and the operators and technicians, takes appropriate actionsdevelops working plans to carry out goals, compares actual achievements against goal periodically, take necessary corrective actionsestablishes and maintains effective employee relationsorganizes and conducts regular meeting for all telecommunication staff to facilitate communication and a smooth operationmanages and monitors the operation of all equipment, software, hardware and endure all units are working and installed properlyensures all telecommunication equipment are covered by the correct maintenance contract and the preventive maintenance is performedmaintains up to date list of all telecommunication equipmentmonitors the performance of pabx/voice mail/call accounting software and maintain logbook of equipment performance reportinvestigates and reports software problem to vendors, coordinates interface problem solving with the hotel system managermaintains suitable record to process telephone calls in the billing system, and to maintain record of the room status up to the brand minimum standardsmaintains user documentation, guest service area system reports, telephone list, and numbering plan leases agreement on rental lines, maintenance contract and local licensesperforms pabx data-base programming and regular service change to control class of service on all telephone sets in the hotelprepares and controls departmental budgetedto attend telecommunication seminar, product knowledge, presentation, organized by the external bodiesperforms related duties and special projects as assignedconducts shift briefings to ensure hotel activities and operational requirements are knownprepares efficient work schedule for telephone staff, arranging holidays, vacation, taking occupancy and forecasts and any large group movements into considerationhuman resource and training responsibilities: works with superior and human resource manager to ensure the departmental performance of staff is productiveprepare induction programs for new employees and allocate sufficient time for their implementationconduct on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff memberprovide input for probation and formal performance appraisal discussions in line with company guidelinesensure new staff attends corporate orientation within first month of hirecoach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performanceworks with superior in the preparation and management of the department's budget and is aware of financial targetsrecycles where-ever possible and enforces cost saving measures to staffoccupational health and safety responsibilities: demonstrate awareness of occupational health and safety policies and procedures and ensure all procedures are conducted safely and within occupational health and safety guidelines and ensure your direct reports do the samebe aware of duty of care and adhere to occupational, health and safety legislation, policies and proceduresbe familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensiblyinitiate action to correct a hazardous situation and notify supervisors of potential dangerslog security incidents and accidents in accordance with hotel requirementswhat are we looking for? Guest service supervisor 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:
compete against a standard of excellence by setting high performance standards and pursuing aggressive goalsstrive for constant improvements and takes responsibility for achieving business results and persevere despite obstaclesunderstanding the business: demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative informationadheres to the hilton's corporate code of conduct, employee handbook and hotel policiesdemonstrates an understanding of competitors' major strengths and weaknessesestablishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendationshas a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitablehospitality: demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative informationadheres to the corporate code of conduct, employee handbook and hotel policiesdemonstrates an understanding of competitors' major strengths and weaknessesestablishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendationshas a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitableteamwork: demonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive resultsactively participate in wider hotel meetingsinteract with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communicationbe comfortable and effective in an environment of ambiguity or changebe receptive to new ideas and respond to workplace changes in a flexible and optimistic mannercomplete tasks as directed by managementdeveloping self: develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirementsseek feedback on areas of shortfallmaximize opportunities for self-developmentreliability: ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervisionfollow standards, policies and proceduresmeet hotel attendance and grooming standardsunderstands and takes into account the global nature of the business; works effectively with colleagues from different viewpoints, cultures and countries 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 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!
scheduleschedule: full-time
brand : hilton hotels & resorts
jobjob: guest services, operations, and front office
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