Front Office Supervisor 

Front Office Supervisor 

About Hilton Newcastle Gateshead 

Here at Hilton Newcastle Gateshead, we overlook the Tyne Bride and are less than a mile from Gateshead metro station and eight minutes from the A1 motorway. The Quayside area is a short walk away, home to the nightlife hotspots, Sunday markets and art exhibitions. Utilita Arena and St James’ Park are within two miles. Not forgetting our indoor pool with a sauna and steam room and our Windows on the Tyne riverside restaurant. Guests can meet in style in one of our thirteen meeting rooms and we offer bespoke family experiences for travellers below the age of twelve. 

Here at Hilton Newcastle Gateshead, we create heartfelt experiences for all our guests and meaningful opportunities for our Team Members. Achieving consistently the title of “Great places to work”, this is not just a job – we offer you a journey of self-discovery, growth and an exceptional career. 

About the Role:

A Front Office Supervisor supervises the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out.

What will I be doing?

As Front Office Supervisor, you will oversee the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Front Office Supervisor is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Assist Oversee the entire Front Office operation to maintain high standards
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
• Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
• - Set departmental 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
• Conduct monthly communication meetings and produce minutes
• Manage staff performance issues in compliance with company policies and procedures
• Assist Recruit, manage, train and develop the Front Office team
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Assist with other departments, as necessary