What will I be doing?
As the Floor Manager, you will be responsible for performing the following tasks to the highest standards:
- Work closely with the Front Desk team to ensure correct room status at all times.
- Maintain good communication with other departments.
- Ensure the work at guest floor areas are according to the department’s procedures and that guest floor areas are clean and well maintained.
- Deliver high quality service to guests.
- Personally inspect VIP rooms.
- Offer personalized service and assistance for regular and long stay guests.
- Ensure guests’ needs and reasonable requests are met.
- Seek opportunities to improve guest service consistently from guests’ comments.
- Take appropriate action to resolve guests’ complaints promptly.
- Ensure proper handling of lost and found items.
- Responsible for key controls of guest floors and the master key control.
- Supervise and control all guest floor operations, supporting and supervising the supervisors or captains in their work, and providing assistance if required.
- Handle and record guest supplies including guest on loan items and conduct monthly inventories and related reports.
- Manage the minibars in guestrooms, ensuring food and beverages are safe for consumption and keep revenue optimized.
- Record and supervise the daily attendance of team members and outsourced staff.
- Submit monthly room cleaning credit reports for guest floor team members and outsourced staff.
- Train, motivate and evaluate team members.
- Adhere by the hotel’s policies and procedures, Hilton code of business conduct, the hotel’s team member handbook, security and emergency policies and procedures.
- Perform duties assigned by the Management team deemed necessary.
- The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
What are we looking for?
A Floor Manager 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:
- Minimum of 3 years in supervisory positions in the Housekeeping department.
- Good written and verbal skills.
- Possess strong training, leadership and people management skills.
- Guest oriented and able to confidently build and exceed service standards.
- Strong interpersonal skills and possess an attention to details.
- Possess quality improvement skills.
- Good knowledge of all housekeeping areas, i.e. guest floor areas.
- Actively listen to others and build on good ideas.
- Effectively understand and utilize resources.
