Front Office Associate

Front Desk Associate

The Front Desk Associate greets and registers guests, providing prompt and courteous service. He or she is responsible for checking guests in and out and resolving guest challenges throughout their stay, upgrading guests when required, and promoting the hotel's services.

What will I be doing

As the Front Desk Associate, you will be responsible for performing the following tasks to the highest standards:

• Guest Registration: Complete the registration process by inputting and retrieving information from the computer system, confirming the number of guests, room rates, and relevant details. Select appropriate rooms based on guests needs, code electronic keys, and provide written confirmation.
• Guest Service and Promotions: Promote Hilton marketing programs, such as Hilton Honors, and provide guests with relevant information about their room and hotel amenities. Ensure the correct accounting of rooms and services in guest statements.
• Guest Check-out: Assist guests with check-out payments, accept and record vouchers, credits, traveler's checks, and other forms of payment. Convert foreign currency as necessary.
• Warm and Welcoming Attitude: Greet guests with a friendly and sincere welcome, responding to requests with appropriate actions and providing accurate information on hotel services, outlet hours, VIP programs, and local events.
• Handling Special Requests: Receive special guest requests and either respond directly or forward them to the appropriate team members for action.
• Communication and Coordination: Answer phone calls and emails promptly, input messages into the computer, and communicate special guest needs to relevant departments.
• Complaint Resolution: Record guest complaints, research solutions, negotiate results, and follow up to ensure guest satisfaction with the resolution.
• Guest Experience: Remain calm and focused during busy periods or emergencies. Assist guests with various issues, such as price conflicts, heating/air conditioning concerns, or dining service quality.
• Team Contribution: Actively participate in team efforts, maintaining a cooperative and helpful attitude. Share new ideas for improvements in guest services and team collaboration.
• Training and Development: Attend training sessions, both formal and on-the-job, to improve skills and maintain Hilton's service standards.
• VIP and Corporate Guest Service: Ensure VIP guests are treated with personalized care. Coordinate with Sales, Reservations, and Business Development teams to handle corporate guest needs.
• Guest Profile Management: Maintain awareness of guest profiles and preferences, ensuring these are addressed during future reservations.
• Hilton Honors: Promote the Hilton Honors program, ensuring non-members are enrolled and members receive their benefits. Handle special requests for Hilton Honors members.
• Departure and Billing: Ensure a smooth and prompt departure for guests by accurately settling accounts, ensuring charges match reservation details, and maintaining guest folios.
• Information Accuracy: Input guest information into Fidelio and other systems, ensuring accuracy and clarity for team communication.
• Hotel Knowledge: Stay informed about the hotel's facilities, Hilton brand standards, and local attractions to assist guests with relevant information.
• Operational Tasks: Complete day-to-day front desk tasks, including checklists, trace reports, credit limit checks, and online backups. Maintain front desk stock levels and manage inventory efficiently.
• Revenue and Sales: Upsell rooms and services to higher categories, ensuring maximum revenue generation. Maintain rate integrity and offer value-for-money options to guests.
• Health & Safety: Adhere to safety, emergency, and fire procedures. Act as part of the fire team if required.
• Cash Handling: Follow strict cash handling procedures, ensuring accurate balance of floats and adherence to credit policies during transactions.

What are we looking for

To successfully fill this role, the ideal candidate should possess the following qualities:

• Communication Skills: Ability to communicate effectively in English, both verbally and in writing, to meet business needs. Strong interpersonal skills to manage guest satisfaction.
• Customer Service: Able to handle high-pressure situations and resolve conflicts with patience, tact, and diplomacy, ensuring guest satisfaction.
• Technical Skills: Competence in using moderately complex computer systems and the ability to accurately input and retrieve information.
• Attention to Detail: Ability to perform calculations and ensure accuracy in billing and guest profiles.
• Teamwork: A cooperative attitude, actively engaging in teamwork and helping colleagues when needed.
• Experience: 1-2 years of related working experience is preferred.
• Adaptability: Able to manage stress and adapt to fluctuating workloads, especially during busy periods.