Guest Service Shitfleader (FT) - The Hague

Hilton The Hague is looking for a new Guest Service Shiftleader!

At Hilton, we do everything we can to offer our guests the most pleasant stay possible. To ensure that this runs smoothly, our departments work closely together. The front office is central to this. In addition to providing a fantastic first impression, they are the point of contact for both our guests and employees. The front office is, as it were, the heart of our hotel.

As a Guest Service Shiftleader, you ensure that guests know as soon as they arrive that they chose Hilton and that their stay runs perfectly from start to finish. In addition to taking care of our guests, for example by checking in and out, you train our new colleagues and ensure that our sales are maximized with your commercial insight. Of course, the guest is central to everything you do.

Your responsibilities include:

• Welcoming and checking in guests, including processing group arrivals;

• Checking out departing guests;

• Being seen as an important point of contact for guests and the team;

• Handle queries and complaints;

• Keep up-to-date on all hotel products, services, VIPs, pricing, special promotions and special events on a daily basis;

• Maximize sales through up-selling;

• General telephone duties including taking reservations;

• General email duties, correspondence with guests and colleagues.

• Ensure good communication within the various departments in the hotel, for example with Housekeeping, Technical Services and F&B;

• Lead the shift and manage colleagues;

• Train new team members;

• Improve the department and guest experience through various projects;

• Assist the Rooms Division Manager and Assistant Front Desk Manager where necessary;

• Have full knowledge of Hilton programs and systems, such as Hilton Honors;

• Manage the team in case of emergency situations.