Job Description
The Front Office Executive 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 during the assigned shift. As the Front Office Executive, 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 relevant information including number of guests and room rates. Ensures guests know the location of rooms containing room keys, tokens of our appreciation, gifts, etc., Assist guests with payments or charges, accepting and recording vouchers, credits, traveller’s checks and other forms of payment. Greet guests with a friendly and sincere welcome in 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. Retrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other special items for guests as requested. Record guests’ complaints, conducting thorough research to develop the most effective solution and negotiate results. Listen and extend assistance in order to resolve problems raised by guests. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. Actively take part in training where and when required, attending formal training sessions and on the job trainings to ensure standards and develop skills and abilities. Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service to team members and guests. Take on an active role in the Executive Lounge team, ensuring effective communication and working as a team in order to reach goals and targets. Create a warm and welcoming arrival for guests, ensuring that they feel welcome and “at-home” upon arrival. Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honours and Frequent Flyer numbers enquired about, and method of payment is secured. Handle complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager/ Assistant Manager, Front Office to follow-up where appropriate including all operational issues. Liaise with Sales, Reservations and the Business Development teams to handle corporate guests. Ensure a prompt and efficient departure, by settling guests’ accounts as per billing and reservation instructions, ensuring that all guests’ folios are correct. Input information into hotel operating system regarding guests, ensuring accuracy and that all details are completed, and the information can be clearly understood by other team members. Apply Hilton brand standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting. Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton brand. Keeping up to date with information on facilities, attractions, and places of interests, sightseeing and activities in and around the hotel. Effectively communicate, coordinate and cooperate with Housekeeping, F&B, Engineering, and other relevant departments. Ensure that the day-to-day functions of the front desk are completed, including but not limited to checklists, trace reports, credit limit checks, and online back-ups. Check registration cards, meetings and functions information, billing instructions, and reservation backup to ensure that all information received is acted upon accordingly. Ensure that the front desk stock is managed and not wasted, maintaining costs where applicable. Keep up to date and aware of competitor activities in order to be well informed. Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests. Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations, taking part in the fire team when and where directed. Adhere to the company’s credit policy at all times when handling cash, credit card transactions, city ledgers, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests. Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhering to Hilton brand standards and ensuring that guests receive value for money. Attempt to communicate with guests in guests’ native language, if necessary. A Front Office Executive serving Hilton Brands is always working on behalf of our Guests and working with other Team members. Able to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts. 1 or 2 years of related working experience preferred. This role upgrades guests as required and promotes the hotel’s services. Understand departmental objectives for self and team, and work together to achieve the goal accordingly. Ensure rooms and services are correctly accounted for within guests’ statements, properly stating services provided by the hotel. Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions. Promptly answer the telephone and email inquiries, inputting messages into the computer and advising other team members of special guests’ needs. 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. Ensure that VIP guests are treated personally and recognized as an individual. Report problems with hotel systems, hardware or facilities to the appropriate parties and follow-up to ensure that corrective action has been taken. Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed. Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis. 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. Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges. Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest. Carry out any other reasonable duties and responsibilities as assigned. Able to perform moderately complex mathematical calculations without error. Able to access and accurately input information using a moderately complex computer system. Good interpersonal skills to provide overall guest satisfaction. Able to work under pressure and deal with stressful situations during busy periods.
