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.
Requirements
- Complete the registration process by inputting and retrieving information from a computer system
- Promote Hilton Honours and its associated benefits to guests
- Ensure rooms and services are correctly accounted for within guests' statements
- Assist guests with payments or charges
- Greet guests with a friendly and sincere welcome
- Receive special requests from guests and respond appropriately
- Promptly answer the telephone and email inquiries
- Record guests' complaints and develop effective solutions
- Actively take part in training and attend formal training sessions and on the job trainings
- Contribute to the hotel and team by sharing new ideas and suggestions for improvements
- Take on an active role in the Executive Lounge team
- Create a warm and welcoming arrival for guests
- Check-in guests in accordance with their reservation details
- Handle complaints promptly and efficiently
- Follow-up with all guests to ensure satisfaction with problem resolution
- Maintain awareness of guests' profile and specific preferences
- Liaise with Sales, Reservations and the Business Development teams to handle corporate guests
- Ensure a prompt and efficient departure
- Input information into hotel operating system regarding guests
- Apply Hilton brand standards in each and every action
- Effectively communicate, coordinate and cooperate with Housekeeping, F&B, Engineering, and other relevant departments
- Report problems with hotel systems, hardware or facilities to the appropriate parties
- Pass on information effectively to ensure that all necessary details are communicated to the intended person
- 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
- Manage front desk stock and maintain costs where applicable
- Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity
- Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations
- Adhere strictly to standard cash handling procedures
- Maintain the efficiency of departure by checking all guests' folios to ensure accuracy of charges
- Upsell rooms to higher room and rate categories
- Maintain awareness of sales opportunities within the hotel and maximize revenue in an ethical and responsible manner
Benefits
- Paid time off
- 401k matching
- Retirement plan
- Visa sponsorship
- Four day work week
- Generous parental leave
- Tuition reimbursement
- Relocation assistance
