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Job Description
- Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
- Makes appropriate selection of rooms based on guest needs.
- Codes electronic keys.
- Non-verbally Confirms the room number and rate.
- Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests.
- Ensures guest knows location of room, and arranges for team member to accompany guest to room.
- Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
- Ensures rooms and services are correctly accounted for within guest statement.
- Properly accounts for services provided by the hotel.
- Assists guests with check out payments or charges.
- Accepts and records vouchers, credit, traveler's checks, and other forms of payment.
- Converts foreign currency at current posted rates.
- Greets customers immediately with a friendly and sincere welcome.
- Uses a positive and clear speaking voice, listens to understands requests, responds with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
- Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
- Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs.
- Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
- Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
- Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
- Remains calm and alert especially during emergency situations and heavy hotel activity.
- Plans and implements detailed steps by using experienced judgment and discretion.
Job Requirements
- 1-2 Years of prior guest service experience are preferred. Prior hospitality experience also preferred.
- Fluent English Language (spoken & written)
- Good Mathematical Skills
- Excellent Communication Skills
- Good Problem Solving Skills