Position
Statement
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. We are looking for Front Office Executive for
the following sections: Front Desk, Executive Lounge
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What will I
be doing? As the Front Office Executive, you will be responsible
for performing the following tasks to the highest standards:
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Complete the registration process by inputting and retrieving information
from a computer system, confirming relevant information including number
of guests and room rates.
style="margin-left: 0px;">Understand departmental objectives for self and team,
and work together to achieve the goal accordingly.
style="line-height: 1.25;">
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="margin-left: 0px;">Ensures 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.
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.
Retrieve messages and communicate the content to guests, retrieving mail,
packages and facsimiles or other special items for guests
as requested.
Record guests’ complaints, conducting thorough research to develop
the most effective solution and negotiate results.
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Listen and extend
assistance in order to resolve problems raised by guests.
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Remain calm and alert
especially during emergency situations and heavy hotel activity.
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Plan and implement
detailed steps by using experienced judgment and discretion.
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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.
Contribute to the hotel and team by sharing new ideas and suggestions
for improvements, being innovative and creative to provide quality service
to team members and guests.
style="margin-left: 0px;">Take on an active role in the Executive Lounge team,
ensuring effective communication and working as a team in order to reach goals
and targets.Create a warm and welcoming arrival for guests, ensuring that they feel
welcome and “at-home” upon arrival.
style="margin-left: 0px;">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="margin-left: 0px;">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.Follow-up with all guests to ensure satisfaction with problem
resolution.
Maintain awareness of guests’ profile and specific preferences, ensuring
that they are acted upon for each reservation.
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.
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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.
style="margin-left: 0px;">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="margin-left: 0px;">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.
style="margin-left: 0px;">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 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.
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Attend daily briefings,
shift handovers, meetings and read the logbook on a daily basis.
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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.
style="margin-left: 0px;">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.
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.
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Comply with Health &
Safety, Emergency Management, the Disaster manual, Fire procedures
and regulations, taking part in the fire team when and where
directed.
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.
style="line-height: 1.25;">
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.
style="line-height: 1.25;">
Upsell rooms to higher
room and rate categories, ensuring maximum revenue generation from each
guest.
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.
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Attempt to communicate
with guests in guests’ native language, if necessary.
style="line-height: 1.25;">
Carry out any other
reasonable duties and responsibilities as assigned.
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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
to access and accurately input information using a moderately complex computer
system.
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.
-
style="margin-left: 0px;">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.
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What will it be like
to work for Hilton?
paraeid="{b0d4b3ab-8ad7-48d5-9d20-dbff823d0151}{241}" paraid="279928393"
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text-decoration-color: initial; text-decoration-style: initial;
text-decoration-thickness: initial; text-indent: 0px; text-transform: none;
white-space: normal; widows: 2; word-spacing: 0px;">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 travellers 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!
paraeid="{b0d4b3ab-8ad7-48d5-9d20-dbff823d0151}{157}" paraid="55995132"
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letter-spacing: normal; margin: 0px 0px 12px; orphans: 2; text-align: justify;
text-decoration-color: initial; text-decoration-style: initial;
text-decoration-thickness: initial; text-indent: 0px; text-transform: none;
white-space: normal; widows: 2; word-spacing: 0px;">
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
to access and accurately input information using a moderately complex computer
system.
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.
-
style="margin-left: 0px;">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.
paraeid="{b0d4b3ab-8ad7-48d5-9d20-dbff823d0151}{235}" paraid="326045708"
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letter-spacing: normal; margin: 0px 0px 12px; orphans: 2; text-align: justify;
text-decoration-color: initial; text-decoration-style: initial;
text-decoration-thickness: initial; text-indent: 0px; text-transform: none;
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What will it be like
to work for Hilton?
paraeid="{b0d4b3ab-8ad7-48d5-9d20-dbff823d0151}{241}" paraid="279928393"
style="-webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);
color: rgb(0, 0, 0); font-family: Arial; font-size: 13.02px; font-style: normal;
font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400;
letter-spacing: normal; margin: 0px 0px 12px; orphans: 2; text-align: justify;
text-decoration-color: initial; text-decoration-style: initial;
text-decoration-thickness: initial; text-indent: 0px; text-transform: none;
white-space: normal; widows: 2; word-spacing: 0px;">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 travellers 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!
paraeid="{b0d4b3ab-8ad7-48d5-9d20-dbff823d0151}{157}" paraid="55995132"
style="-webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);
color: rgb(0, 0, 0); font-family: Arial; font-size: 13.02px; font-style: normal;
font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400;
letter-spacing: normal; margin: 0px 0px 12px; orphans: 2; text-align: justify;
text-decoration-color: initial; text-decoration-style: initial;
text-decoration-thickness: initial; text-indent: 0px; text-transform: none;
white-space: normal; widows: 2; word-spacing: 0px;">
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
to access and accurately input information using a moderately complex computer
system.
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.
-
style="margin-left: 0px;">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.
paraeid="{b0d4b3ab-8ad7-48d5-9d20-dbff823d0151}{235}" paraid="326045708"
style="-webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);
color: rgb(0, 0, 0); font-family: Arial; font-size: 13.02px; font-style: normal;
font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400;
letter-spacing: normal; margin: 0px 0px 12px; orphans: 2; text-align: justify;
text-decoration-color: initial; text-decoration-style: initial;
text-decoration-thickness: initial; text-indent: 0px; text-transform: none;
white-space: normal; widows: 2; word-spacing: 0px;">
What will it be like
to work for Hilton?
paraeid="{b0d4b3ab-8ad7-48d5-9d20-dbff823d0151}{241}" paraid="279928393"
style="-webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);
color: rgb(0, 0, 0); font-family: Arial; font-size: 13.02px; font-style: normal;
font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400;
letter-spacing: normal; margin: 0px 0px 12px; orphans: 2; text-align: justify;
text-decoration-color: initial; text-decoration-style: initial;
text-decoration-thickness: initial; text-indent: 0px; text-transform: none;
white-space: normal; widows: 2; word-spacing: 0px;">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 travellers 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!
