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.

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What will I be doing?

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A Guest Service Supervisor is responsible for supervising the activities in the telecommunication department and must perform the following tasks to the highest standards:

\n\nAssists Front Office Manager in all aspects of Guest Service area to achieve the highest possible guest satisfaction\nDirects, supervises and coordinates the activities in Telecommunication department\nDevelops and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease telephone lines and other telecommunication services\nInvestigates complaints regarding the Telecommunication services and the Operators and technicians, takes appropriate actions\nDevelops working plans to carry out goals, compares actual achievements against goal periodically, take necessary corrective actions\nEstablishes and maintains effective employee relations\nOrganizes and conducts regular meeting for all Telecommunication staff to facilitate communication and a smooth operation\nManages and monitors the operation of all equipment, software, hardware and endure all units are working and installed properly\nEnsures all telecommunication equipment are covered by the correct maintenance contract and the preventive maintenance is performed\nMaintains up to date list of all telecommunication equipment\nMonitors the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report\nInvestigates and reports software problem to Vendors, coordinates interface problem solving with the hotel System Manager\nMaintains suitable record to process telephone calls in the billing system, and to maintain record of the room status up to the Brand minimum standards\nMaintains user documentation, Guest Service area system reports, telephone list, and numbering plan leases agreement on rental lines, maintenance contract and local licenses\nPerforms PABX data-base programming and regular service change to control class of service on all telephone sets in the hotel\nPrepares and controls departmental budgeted\nTo attend Telecommunication seminar, product knowledge, presentation, organized by the external bodies\nPerforms related duties and special projects as assigned\nConducts shift briefings to ensure hotel activities and operational requirements are known\nPrepares efficient work schedule for Telephone staff, arranging holidays, vacation, taking occupancy and forecasts and any large group movements into consideration\n\n

Human Resource and Training Responsibilities:

\n\nWorks with Superior and Human Resource Manager to ensure the departmental performance of staff is productive\nPrepare induction programs for new employees and allocate sufficient time for their implementation\nConduct on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff member\nProvide input for probation and formal performance appraisal discussions in line with company guidelines\nEnsure new staff attends Corporate Orientation within first month of hire\nCoach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance\n\n

Financial Responsibilities:

\n\nWorks with superior in the preparation and management of the department's budget and is aware of financial targets\nRecycles where-ever possible and enforces cost saving measures to staff\n\n

Occupational Health and Safety Responsibilities:

\n\nDemonstrate 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 same\nBe aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures\nBe familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly\nInitiate action to correct a hazardous situation and notify supervisors of potential dangers\nLog security incidents and accidents in accordance with hotel requirements\n

What are we looking for?

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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:

\n\nCompete against a standard of excellence by setting high performance standards and pursuing aggressive goals\nStrive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles\n\n

Understanding the Business:

\n\nDemonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information\nAdheres to the Hilton's Corporate Code of Conduct, Employee Handbook and Hotel policies\nDemonstrates an understanding of competitors' major strengths and weaknesses\nEstablishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations\nHas a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable\n\n

Hospitality:

\n\nDemonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information\nAdheres to the Corporate Code of Conduct, Employee Handbook and Hotel policies\nDemonstrates an understanding of competitors' major strengths and weaknesses\nEstablishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations\nHas a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable\n\n

Teamwork:

\n\nDemonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results\nActively participate in wider hotel meetings\nInteract with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication\n\n

Adaptability:

\n\nBe comfortable and effective in an environment of ambiguity or change\nBe receptive to new ideas and respond to workplace changes in a flexible and optimistic manner\nComplete tasks as directed by Management\n\n

Developing Self:

\n\nDevelop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements\nSeek feedback on areas of shortfall\nMaximize opportunities for self-development\n\n

Reliability:

\n\nEnsure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision\nFollow standards, policies and procedures\nMeet hotel attendance and grooming standards\n\n

Cultural Awareness:

\n\nUnderstands and takes into account the global nature of the business; works effectively with colleagues from different viewpoints, cultures and countries\n\n

What will it be like to work for Hilton?

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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!

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