Customer Service Team Lead
hace 3 semanas
Job Overview
Hilton Worldwide, Inc. is seeking an experienced Customer Service Team Lead to join our team in Guadalajara Jalisco Guadalajara.
About the Job
This full-time role will support the Reception Manager to ensure that Team Members are prepared and well-informed to deliver exceptional guest experiences from check-in through check-out.
Main Responsibilities:
- Assist with overseeing the entire Front Office operation to maintain high standards.
- Seek guest feedback and make operational improvements.
- Ensure regular and important guests are recognized and that the Reception department operates with a sales attitude and promotes the hotel brand's loyalty scheme.
- Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities.
- Set Reception departmental targets and objectives, work schedules, budgets, policies, and procedures.
- Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork.
- Ensure Team Members have current knowledge of hotel products, services, pricing, and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices.
- Maintain good communication and working relationships with all hotel departments.
- Monitor staffing levels to meet cover business demands.
- Manage staff performance issues in compliance with company policies and procedures.
- Assist in the recruiting, managing, training, and developing the Reception Team.
- Act in accordance with policies and procedures when working with front of house equipment and property management systems.
- Assist with other departments, as necessary.
The Ideal Candidate
We are looking for a skilled Customer Service Team Lead who has previous supervisory experience in Guest Services within the hotel/leisure/retail industry.
Key Requirements:
- Previous supervisory experience in Guest Services within the hotel/leisure/retail industry.
- High level of IT proficiency.
- High level of commercial awareness and sales capabilities.
- Excellent leadership, interpersonal, and communication skills.
- Accountable and resilient.
- Commitment to delivering a high level of customer service.
- Ability to work under pressure.
- Excellent grooming standards.
- Flexibility to respond to a variety of work situations.
- Ability to work on your own and as part of a team.
What We Offer
Hilton offers a competitive salary range of $45,000 - $65,000 per year, depending on experience.
Additional Information
This job posting is for a Full-time position. Please note that this job description may not cover all aspects of the role but provides an overview of the primary duties associated with this position.
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