Job Description - Front Office Associate (HOT0B4GC)
Job Number:HOT0B4GC
Work LocationsHilton Kuching Hotel Jalan Tunku Abdul Rahman Kuching 93100
The Front Office Associate 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. This role upgrades guests as required and promotes the hotel's services.
What will I be doing?
As the Front Office Associate, you will be responsible for performing the following tasks to the highest standards:
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.
Make appropriate selection of rooms based on guests' needs, code electronic keys, confirms the room number and rates with a written confirmation.
Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests.
Ensure rooms and services are correctly accounted for within guests' statements.
Assist guests with check-out payments or charges, accepting and recording vouchers, credits, traveller's checks and other forms of payment.
Greet customers immediately with a friendly and sincere welcome.
Receive special requests from guests and respond appropriately.
Promptly answer the telephone and email inquiries.
Record guests' complaints and conduct thorough research to develop effective solutions.
Remain calm and alert during emergency situations.
Take on an active role in the team by being kind, cooperative, and helpful.
Actively participate in training where required.
Contribute to the hotel and team by sharing new ideas and suggestions for improvements.
Ensure effective communication and teamwork with other departments.
Maintain awareness of guests' profile and specific preferences.
Promote Hilton Honors and its associated benefits.
Ensure a prompt and efficient departure by settling guests' accounts.
Input information into Fidelio regarding guests.
Adhere to Hilton brand standards.
Report problems with hotel systems, hardware, or facilities.
Attend daily briefings and shift handovers.
Ensure that the day-to-day functions of the front desk are completed.
Comply with Health & Safety regulations.
Provide safety deposit boxes to guests.
Maintain the efficiency of departure by checking all guests' folios.
Upsell rooms to higher categories.
Attempt to communicate with guests in their native language.
Carry out any other reasonable duties as assigned.
What are we looking for?
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:
Able to perform moderately complex mathematical calculations without error.
Able to read, listen and communicate effectively in English.
Able to access and accurately input information using a computer system.
Able to effectively deal with internal and external customers.
Good interpersonal skills to provide overall guest satisfaction.
Able to work under pressure and deal with stressful situations.
1 or 2 years of related working experience preferred.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, dedicated to providing exceptional guest experiences across its global brands.#J-18808-Ljbffr