The posting
The Front Office Executive greets and registers guests, providing prompt and courteous service. He/ she checks guests in and out, resolving guest challenges throughout their stay in our hotel during the assigned shift. This role upgrades guests as required and promotes the hotel’s services.
What will I be doing?
As the Front Office Executive, you will be responsible for performing the following tasks to the highest standards:
- Complete the registration process by inputting and retrieving information from a computer system, confirming relevant information including number of guests and room rates.
- Promote Hilton Honours and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honours members receive personal and professional service that recognizes them as important guests and that their benefits are received.
- Assist guests with payments or charges, accepting and recording vouchers, credits, traveller’s checks and other forms of payment.
- Greet guests with a friendly and sincere welcome in a positive and clear speaking voice, listen and understand requests, respond with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc.
- Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions.
- Promptly answer the telephone and email inquiries, inputting messages into the computer and advising other team members of special guests’ needs.
- Record guests’ complaints, conducting thorough research to develop the most effective solution and negotiate results.
- Create a warm and welcoming arrival for guests, ensuring that they feel welcome and “at-home” upon arrival.
- Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honours and Frequent Flyer numbers enquired about, and method of payment is secured.
- Handle complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager/ Assistant Manager, Front Office to follow-up where appropriate including all operational issues.
- Ensure that VIP guests are treated personally and recognized as an individual.
- Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.
- Ensure a prompt and efficient departure, by settling guests’ accounts as per billing and reservation instructions, ensuring that all guests’ folios are correct.
- Input information into hotel operating system regarding guests, ensuring accuracy and that all details are completed, and the information can be clearly understood by other team members.
- Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton brand.
- Keeping up to date with information on facilities, attractions, and places of interests, sightseeing and activities in and around the hotel.
- Report problems with hotel systems, hardware or facilities to the appropriate parties and follow-up to ensure that corrective action has been taken.
- Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.
- Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis.
- Ensure that the day-to-day functions of the front desk are completed, including but not limited to checklists, trace reports, credit limit checks, and online back-ups.
- Check registration cards, meetings and functions information, billing instructions, and reservation backup to ensure that all information received is acted upon accordingly.
- Ensure that the front desk stock is managed and not wasted, maintaining costs where applicable.
- Keep up to date and aware of competitor activities in order to be well informed.
- Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations, taking part in the fire team when and where directed.
- Adhere to the company’s credit policy at all times when handling cash, credit card transactions, city ledgers, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
- Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.
- Attempt to communicate with guests in guests’ native language, if necessary.
- Carry out any other reasonable duties and responsibilities as assigned.
What are we looking for?
A Front Office Executive 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:
- Able to perform moderately complex mathematical calculations without error.
- Able communicate effectively, both verbally and in writing to meet business needs.
- Able to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
- Good interpersonal skills to provide overall guest satisfaction.
- Able to work under pressure and deal with stressful situations during busy periods.
- 1 or 2 years of related working experience preferred.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
