Front Office Agent

Description

The Front Office Agent is responsible for managing the first and last impressions of our Guests.

What will I be doing?

The Front Office Agent is responsible for managing the first and last impressions of our Guests, therefore, must perform the following tasks to the highest standards:

• Ensure efficient guest check-in/out and complete required audit procedures.
• Greet and direct guests in the lobby area.
• Act as main contact for regular and VIP guests and brief other hotel departments on their needs.
• Gather customer feedback and respond to inquiries promptly.
• Deliver True Waldorf Service by addressing guest complaints quickly.
• Understand hotel facilities to identify upselling opportunities.
• Resolve issues efficiently during shifts.
• Answer guest queries and refer them to appropriate contacts.
• Participate in training on systems and operations.
• Cover telephone duties and night shifts as needed.
• Perform tasks accurately, ensuring timely follow-ups.
• Complete checklists and hand over to the next shift.
• Personalize guest interactions, promote Hilton Honors, and customize upsell practices.

Requirements

What are we looking for?

A Front Office Agent serving Hilton brands are 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 that represent Waldorf Astoria Ras Al Khaimah:

• Previous experience in a customer-focused industry
• Completed high school certificate or equivalent
• Positive attitude and good communication skills
• Commitment to delivering a high level of customer service
• Excellent grooming standards
• Ability to work on your own and as part of a team
• Competent level of IT proficiency (Property Management System used is OnQ)

It would be advantageous, but not mandatory, for you to demonstrate the following capabilities and distinctions:

• Previous experience in cash handling
• Previous guest service experience in a luxury environment
• Fluency in another language other than English

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!