Front Office Agent

Description

The Front Office Agent is responsible for managing the first and last impressions of our Guests. In addition, the Front Office Agent is also responsible for directly addressing the needs of VIP Guests and informing other Team Members of VIP needs in order to ensure an exceptional Guest experience.

What will I be doing?

The Front Office Agent is responsible for managing the first and last impressions of our Guests. In addition, the Front Office Agent is also responsible for directly addressing the needs of VIP Guests and informing other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Front Office Agent contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required.
• Ensure that both the Front Office Manager and Front Office Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
• Serving as the main point of contact for regular guests and VIP Guests and ensuring the hotel departments are fully briefed on their requirements.
• Building and maintaining positive relationships with Guests and Team Members
• Seeking verbal feedback from customers on a regular basis and responding to all Guest queries in a timely and efficient manner.
• Serving as the main point of contact guests within reception scope – ensuring they spend a comfortable and memorable stay.
• Managing, recording and resolving Guest complaints promptly.
• Demonstrating a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate.
• Ensuring a speedy resolution to any problems that may arise on shift.
• Ensuring a very high level of customer service is constantly maintained for Reception and Lobby area.
• Answering queries from guests, referring them to contact points at which they can obtain further information.
• Participate in trainings in all areas, i.e. computer systems, balancing of shifts, day-to-day operations and guest service.
• Covering telephone and Operator duties as required.
• Performing tasks with utmost accuracy and consistency, ensuring all the follow ups are done in a timely manner.
• Completing check list and passing handover to the next shift.
• Personalizing every interaction with the guests, collecting golden nuggets, offering Hilton Honors membership, customizing 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 follow:

• 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

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in cash handling

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!