Front Desk Supervisor

Job Title: Front Desk Supervisor

Area / Department: Front of House

Reports to: Reception Manager

Responsible for: Creating EPIC guest experience, TripAdvisor and all Brand initiatives

Hotel: Canopy by Hilton London City

Brand: Canopy by Hilton

Job Overview

A Front Office Supervisor assists in the management of daily Front Office operations. Reporting to the Reception Manager, you will be responsible for creating an exceptional guest journey from arrival to departure. You will ensure a positive stay with a strong focus on guest experience and satisfaction, and you will actively contribute to our goal of being among the top 25 TripAdvisor recommended hotels in London. You will be fluent in Hilton Brand Standards, the Property Management System, and eager to discover and share local attractions with our guests. You will be empowered to maximize guest satisfaction, as measured through TripAdvisor and other social and booking platforms.

• Supervise the efficient operations of reception, including check-in/out procedures.
• Promote and follow the standards set by Canopy Brand.
• Support team members in handling guest requests and inquiries to ensure a positive outcome is achieved. Resolve, or if necessary, report all complaints and concerns, and follow up on solutions within the timeframe set by the brand.
• Lobby Ambassador: Occupy Canopy Central and other public areas, particularly during busy times.
• Be in constant contact with guests to improve their level of satisfaction and help drive 85% overall experience.
• Ensure that the Front Office team is fully aware of feedback from guests.
• Ensure that guest feedback and preferences are updated in CRM profiles for future reference.
• Be fully knowledgeable of the daily results and events in the hotel (Occupancy, average room rate, TripAdvisor ranking, reviews, groups in-house, Media, Influencers, and other VIPs).
• Coordinate the check-in and check-out requirements of VIPs daily (VIP reports, room inspections, amenities, welcome letters, welcome gifts, etc.).
• Ensure Team Members have current knowledge of all room categories, room rates, packages, promotions, and happenings in the neighborhood.
• Assist in maximizing room occupancy and use up-selling techniques (OnQ Gener8, Nor1) to promote hotel services.
• Monitor the appearance, standards, and performance of the Front Office Team, and communicate with the Front of House Manager.
• Supervise and control the Checklist, ensuring all tasks are completed on time.
• Demonstrate positive leadership characteristics, inspiring fellow enthusiasts to exceed standards by leading from the front and demonstrating a positive can-do attitude.
• Act in accordance with fire, health, and safety regulations, following the correct procedures when required.
• Act in accordance with policies and procedures when working with front-of-house equipment and property management systems.
• Assist other departments wherever necessary and maintain good working relationships with Team Members.
• Express enthusiasm, energy, and positive vibes, and always act according to company ethics and values.
• Ensure compliance with all standards and procedures, including all relevant Brand Standards across the department.
• Promote the Hilton Honors Loyalty Scheme and achieve your individual and team enrollment targets.
• Ensure your banking is correct and report/resolve all over/under banking issues.
• Encourage and build mutual trust, respect, and cooperation among team members.

To be fully conversant with

Declaration

This list cannot be too exhaustive due to the nature of the hotel industry. Your manager may therefore ask you to carry out duties within your capabilities from time-to-time, which you will be expected to perform.

Our hotel is a short walk away from Tower Bridge and the capitals best markets, historic landmarks, and museums. Explore the city on our complimentary Canopy Bikes or walk two minutes to Aldgate Underground Station.

AMRT1_UKCT