[{{ $ctrl._job.status.name | translate}}] Guest Experience Supervisor
Hilton Brussels City

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Job description

A regular physical presence in the hotel’s public areas during his shift. Guest Experience supervisor job involves being part of the operations team in charge of the smooth operation, security and monitoring of the hotel. His main concern is to assure the best experience for all customers. The Guest Experience Supervisor will be required to maintain.

Key responsibilities

• Responsible for Front Desk activities such as guest registration, room assignments, guest check out, VIP greeting and welcoming

• Act as host, visible in hotel public areas during peak times. Ensure interactivity with our guests.

• Follow up with team that Hhonors enrolment and upselling program target is ongoing

• Deal with minor technical issues while no one from technical service is in house

• Supervise and control the Front Desk staff activities: reception, service, communication, audit cashier, administration, and safety. The Guest Experience Supervisor has to be present at the front desk during Front Desk staff’s meal period

• Direct the new Front Desk employees, ensures their training is directed towards the clients.

• Ensures that employees are functioning and present as per SOP’s.

• Responsible of the welcoming experience in the lobby area and entrance of the hotel including appropriate lighting, music, flower decoration, presentation of flyers and brochures.

• Has to show a presence in all public areas (lobby/bar/restaurant) and assist service when and where needed.

• Actively involved in all Safety and Security processes of the hotel and make the follow-up on the fire alarm system alerts from the panel located at the front desk during his shift.

• Manage the SALT replies and follows up daily on SALT statistics inclusive of replying to guests’ remarks and complaints

• Ensure client feedback or complaints are communicated and acted upon internally and manage resolution of maximum of issues with guests.

• Ensure that guest letter/email is answered properly within 48hours.

Meeting & Event

• Has to be aware of M&E activities (regular contact with M&E Service Manager)

• Has to take part in precon meetings upon request

Sales

• Support the Hotel Sales team with unforseen site inspections requested when no Sales in house

Requirements

Previous experience in Front Office
Be fluent in both French and English
Have a legal right to work in Belgium
Job type
Fulltime job
Location
Brussels, Belgium
Department
Front Office concierge, Front Office reception, Guest Relations
Languages
French, Dutch (optional), English (optional)
Starting in
As soon as possible
Latest start date
August 2018
Duration
6 months
Pay range
Competitive
Accommodation
N/A
Other benefits
1 meal per working day, Dry cleaning service for working clothes only, Transport card

Hilton Brussels City

Situated in the center of downtown Brussels, within yards of Gare du Nord station and in close proximity to the Rue Neuve shopping district and the World Trade Center, the Hilton Brussels City hotel is the ideal place to stay when you are visiting Belgium’s capital. All the facilities are in place to allow you to remain productive during your stay. With wireless internet access, a business center and a range of meeting rooms you will be able to work with the minimum of hassle.

After a busy day in Brussels or a long journey, you can relax and rejuvenate in the Scandinavian Wellness and Health Club and sample the delicious Flemish cuisine on offer in the Bien Belge Living Lounge restaurant and bar. Offering responsive service and stylish contemporary comfort in an enviable location, this Brussels hotel has everything you need to make the most of your stay in one of Europe’s most vibrant cities.

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