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Service Support Supervisor
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, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
The Service Support Supervisor will assist the Service Support Manager in the operation of the Service Support department and deputise the Manager in his / her absence.
What will I be doing?
As the Service Support Supervisor, you will be responsible for performing the following tasks to the highest standards:
- Responsible for assigned floors and guest rooms during shift.
- Work closely with the Reception to ensure correct room status at all times.
- Supervise and control all Housekeeping operations, assisting to assign and supervise team members' work.
- Handle, record and follow up on loan items and extra supplies to guests, conducting periodic inventories of on-loan items.
- Assist with the preparation of the team member duty roster and record status of daily attendance for all Service Support team members.
- Know how to use the computer and support the office work if possible.
- Keep good communication with other departments.
- Assist with team members' training and development, motivate, evaluate and facilitate multi-skills within them.
- Supervise team members' performance, provide ongoing advice and support to team members under your supervision.
- Provide one to one instruction to team members when required.
- Assist with maintaining up-to date team member records.
- Resolve disputes and discipline team members when necessary.
- Check Service Support team members' grooming, personal hygiene and appearance.
- Ensure all work is done according to the department's procedures and ensure hotel regulations are being followed.
- Ensure guest privacy is respected when Do Not Disturb (DND) status is displayed.
- Supervise the turndown service.
- Report maintenance issues promptly to the Property Management.
- Deliver high quality service to guests, ensuring that their needs and reasonable requests are met.
- Seek opportunities to continually improve guest service, reporting guest comments and taking appropriate actions to resolve guest complaints.
- Personally inspect VIP rooms.
- Identify VIPs, regular and long staying guests, develop rapport to offer personalized service and assistance.
- Ensure proper handling of Lost and Found items.
- Responsible for strict key control.
- Promote the hotel and Hilton products and services.
- Access and use Service Support computer programs.
- Adhere to hotel cleaning and maintenance programs.
- Ensure a high level of cleaning is maintained in your work area.
- Ensure all reporting and servicing deadlines are met on a timely basis.
- Abide by the hotel's policies and procedures, Hilton Code of Business Conduct and the hotel's team member handbook.
- Adhere to the hotel's security and emergency policies and procedures.
- Ensure that all team members have a complete understanding of and adhere to the hotel's team member rules and regulations.
- The Management reserves the right to change / extend this job description if necessary, at any point of time during her / his employment.
- Carry out any other reasonable duties and responsibilities as assigned.
What are we looking for?
A Service Support Supervisor serving Hilton Brands is 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:
- Min 2 years in supervisory positions in the Service Support department.
- Good written and verbal skills in English and Chinese to meet business needs.
- Strong leadership, training and people management skills.
- Guest oriented and able to confidently build and exceed service standards.
- Strong interpersonal skills and attention to detail.
- Good knowledge of all Housekeeping areas, i.e. guest floors, P.A operation basics.
- Quality improvement skills.
- Actively listen to and build on other's ideas.
- Effectively understand and use resources.
- Working experience within Hilton Group preferred.
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 travellers 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!
