Front Office Associate

• Complete the registration process by inputting and retrieving information
  from a computer system, confirming pertinent information including number
  of guests and room rates. 

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Make appropriate selection
of rooms based on guests’ needs, code electronic keys, confirms the room number
and rates with a written confirmation.

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Promote and administer
Hilton marketing programs such as Hilton Honors for arriving guests, ensuring
guests know the location of rooms containing room keys, tokens of our
appreciation, gifts, etc., to guests.

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Ensure rooms and services
are correctly accounted for within guests’ statements, properly stating services
provided by the hotel. 

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Assist guests with check-out
payments or charges, accepting and recording vouchers, credits, traveller’s
checks and other forms of payment, converting foreign currency at current posted
rates. 

• style="text-align: justify;"> style="font-size: 11pt;">Greet customers immediately with a friendly and sincere
  welcome with 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.

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Receive special requests
from guests and respond appropriately or forward requests to appropriate team
members for their decisions and actions.

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Promptly answer
the telephone and email inquiries, inputting messages into the computer
and advising other team members of special guests’
needs. 

• style="text-align: justify;"> style="font-size: 11pt;">Retrieve messages and communicate the content
  to guests, retrieving mail, packages and facsimiles or other special items
  for customers as requested. 

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Record guests’ complaints, conducting
thorough research to develop the most effective solution and negotiate
results.

• style="text-align: justify;">Listen and extend assistance in order to resolve problems such as price
  conflicts, insufficient heating or air conditioning, quality of dishes
  etc. 

• style="text-align: justify;">Remain calm and alert especially during emergency situations and heavy
  hotel activity. 

• style="text-align: justify;">Plan and implement detailed steps by using experienced judgment
  and discretion.

• style="text-align: justify;">Take on an active role in the team by being kind, cooperative,
  and helpful and never forgetting the person behind
  the guest.

• style="text-align: justify;">Actively take part in training where and when required, attending formal
  training sessions and on the job trainings to ensure standards and develop
  skills and abilities. 

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Contribute to the hotel and team
by sharing new ideas and suggestions for improvements, being innovative
and creative to provide quality service and customer care to team members
and guests.

• style="text-align: justify;">Take on an active role in the Executive Floor team, ensuring effective
  communication and working as a team in order to reach goals
  and targets.

• style="text-align: justify;">Create a warm and welcoming arrival for guests, ensuring that they feel
  expected and immediately “at-home” when they arrive.

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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.

• style="text-align: justify;"> style="font-size: 11pt;">Handle complaints promptly and efficiently, taking
  the necessary action, and informing the Duty Manager or Guest Relations Manager
  to follow-up where appropriate. 

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Follow-up with all guests
to ensure satisfaction with problem resolution.

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Maintain awareness
of guests’ profile and specific preferences, ensuring that they are acted upon
for each reservation.

• style="text-align: justify;"> style="font-size: 11pt;">Ensure that VIP guests are treated personally
  and recognized as an individual.

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Liaise with Sales,
Reservations and the Business Development teams to handle corporate
guests. 

• style="text-align: justify;"> style="font-size: 11pt;">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. 

• style="text-align: justify;"> style="font-size: 11pt;">Ensure a prompt and efficient departure, by settling
  guests’ accounts as per billing and reservation instructions, ensuring that all
  guests’ folios are correct.

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Input information into
Fidelio regarding guests, ensuring accuracy and that all details are completed,
and the information can be clearly understood by other team
members.

• style="text-align: justify;">Apply Hilton brand standards in each and every action, acting as a role
  model and example of how the standards should be carried out in a practical
  setting.

• style="text-align: justify;">Knowledgeable of the hotel’s facilities and services as well as basic
  knowledge of Hilton International, MEAP and other properties
  in China. 

• style="text-align: justify;">Up to date with information on facilities, attractions, and places
  of interests, sights and activities in and around
  the hotel.

• style="text-align: justify;">Effectively communicate, coordinate and cooperate with Housekeeping,
  F&B, Engineering and IT.

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Report problems with hotel
systems, hardware or facilities to the appropriate parties and follow-up
to ensure that corrective action has been taken.

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Ensure that the Guest
Service Manager is kept aware and up to date with operational
issues.

• style="text-align: justify;">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. 

• style="text-align: justify;">Attend daily briefings, shift handovers, meetings and read the logbook
  on a daily basis.

• style="text-align: justify;"> style="font-size: 11pt;">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.

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Check registration cards,
meetings and functions information, billing instructions, and reservation backup
to ensure that all information received is acted upon
accordingly.

• style="text-align: justify;"> style="font-size: 11pt;">Ensure that the front desk stock is managed and
  not wasted, maintaining costs where able.

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Keep up to date and aware
of competitor activities in order to be well informed.

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Adhere to the hotel selling
strategy of Demand Based Pricing and maintain rate integrity by offering clear,
transparent, and value for money rates
to guests. 

• style="text-align: justify;"> style="font-size: 11pt;">Comply with Health & Safety, Emergency Management,
  the Disaster manual, Fire procedures and regulations, taking part in the fire
  team when and where directed.

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Adhere strictly to standard
cash handling procedures, ensuring to balance float and drop the required
amount, managing cash, credit card transactions, city ledgers, vouchers and all
other forms of payment correctly.

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Adhere to the company’s
credit policy at all times when handling cash, credit card transactions, city
ledgers, providing currency exchange services, LPO and third party payments
for rooms, meetings, F&B and any other charges that may be incurred
by guests.

• style="text-align: justify;"> style="font-size: 11pt;">Provide safety deposit boxes to guests, ensuring
  that guests’ valuables are safe and secure at all
  times.

• style="text-align: justify;"> style="font-size: 11pt;">Follow-up on outstanding accounts to ensure no loss
  of revenue and secure method of payment for upcoming
  reservations.

• style="text-align: justify;"> style="font-size: 11pt;">Maintain the efficiency of departure by checking all
  guests’ folios to ensure accuracy of charges.

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Upsell rooms to higher room
and rate categories, ensuring maximum revenue generation from each
guest.

• style="text-align: justify;"> style="font-size: 11pt;">Maintain awareness of sales opportunities within
  the hotel, maximizing revenue in an ethical and responsible manner, adhering
  to Hilton brand standards and ensuring that guests receive value
  for money.

• style="text-align: justify;"> style="font-size: 11pt;">Attempt to communicate with guests in guests’ native
  language, if applicable.

• style="text-align: justify;"> style="font-size: 11pt;">Carry out any other reasonable duties
  and responsibilities as assigned.

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The Management reserves
the right to make changes to this job description at its sole discretion
and without advance notice.

 

style="color: black;">Direct Reports  style="font-size: 11pt;">(if any)

N/A

What It Takes
to Make the Stay

At Hilton, our core values define what it takes
to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality.
Acting with Integrity and always doing the right thing.

Inspiring others through Leadership. A belief
that Teamwork drives the best outcomes. A sense
of Ownership and accountability. And a focus on
the Now, bringing urgency and discipline to every moment,
knowing it can make a lasting impact.

In addition, this role requires
the following minimum qualifications:

• Previous experience in a guest
  service or front office role within the hospitality industry.
• Strong
  communication and interpersonal skills, with the ability to handle guest
  inquiries and complaints professionally.
• Proficiency in hotel property
  management systems (PMS) and general front office procedures.
• Excellent
  multitasking skills and the ability to remain calm and professional in
  a fast-paced environment.
• Proficiency in English; additional languages
  are a plus.
• Ability to work flexible hours, including nights, weekends,
  and holidays.
• A positive attitude and a genuine passion for providing
  exceptional guest service.

What It Takes to Make
the Stay

At Hilton, our core values define what it takes
to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality.
Acting with Integrity and always doing the right thing.

Inspiring others through Leadership. A belief
that Teamwork drives the best outcomes. A sense
of Ownership and accountability. And a focus on
the Now, bringing urgency and discipline to every moment,
knowing it can make a lasting impact.

In addition, this role requires
the following minimum qualifications:

• Previous experience in a guest
  service or front office role within the hospitality industry.
• Strong
  communication and interpersonal skills, with the ability to handle guest
  inquiries and complaints professionally.
• Proficiency in hotel property
  management systems (PMS) and general front office procedures.
• Excellent
  multitasking skills and the ability to remain calm and professional in
  a fast-paced environment.
• Proficiency in English; additional languages
  are a plus.
• Ability to work flexible hours, including nights, weekends,
  and holidays.
• A positive attitude and a genuine passion for providing
  exceptional guest service.

What It Takes to Make
the Stay

At Hilton, our core values define what it takes
to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality.
Acting with Integrity and always doing the right thing.

Inspiring others through Leadership. A belief
that Teamwork drives the best outcomes. A sense
of Ownership and accountability. And a focus on
the Now, bringing urgency and discipline to every moment,
knowing it can make a lasting impact.

In addition, this role requires
the following minimum qualifications:

• Previous experience in a guest
  service or front office role within the hospitality industry.
• Strong
  communication and interpersonal skills, with the ability to handle guest
  inquiries and complaints professionally.
• Proficiency in hotel property
  management systems (PMS) and general front office procedures.
• Excellent
  multitasking skills and the ability to remain calm and professional in
  a fast-paced environment.
• Proficiency in English; additional languages
  are a plus.
• Ability to work flexible hours, including nights, weekends,
  and holidays.
• A positive attitude and a genuine passion for providing
  exceptional guest service.

style="color: black;">A Front Office
Associate 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: