Position Statement 

The Front Desk Guest Service Agent ensure clear communication with all other front office functions and other departments as necessary and Efficiently perform all reception duties, assisting other front office departments as and when necessary, VIP guests are provided with personal, attentive and caring service

Ensure guest complaints are dealt with promptly and courteously in line with DoubleTree by Hilton Brand Service Standards and Set a training plan and train the new hired agents.

What will I be doing? 

As the Front Desk Guest Service Agent, you will be responsible for performing the following tasks to the highest standards:

CUSTOMER

·           Conduct room escorting and room orientations and assist guest in guest service area including business center

·           Efficiently perform all reception duties (accurate completion of forms, securing of payment)

·           Report and record all guest comments and feedback to Guest Relations Officer

·           Be familiar with SALT (satisfaction and loyalty program)

·           Ensure that VIP guests are treated personally and recognized as an individual

·           Handle complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager to follow-up where appropriate

·          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

·          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, ensuring guests know the location of rooms containing room keys, tokens of our appreciation, gifts, etc., to guests

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

·          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

·          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

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

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

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

QUALITY

·           Accurately update and maintain guest information secured according to local regulations

·           Act as a role model and exemplify delivery of DoubleTree by Hilton Brand Service Standards

·           Attend briefings, shift handovers and other relevant meetings

·           Be familiar with hotel’s contingency plan

·           Comply with Health & Safety, emergency, fire and hotel rules and regulations

·           Familiar with Hilton Honors and other hotel programs, benefits and program details

·           Is knowledgeable on all hotel information, city information and event activities

·           Prepare welcome drink and hot/ cold towel for all Executive Floor arrival guests

·           Prepare daily exchange rate display

PROFIT

·          Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhering to DoubleTree by Hilton brand standards and ensuring that guests receive value for money

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

·          Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges

·          Provide safety deposit boxes to guests, ensuring that guests’ valuables are safe and secure at all times

·          Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations

·          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.

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

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 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!