Front Office Executive

**Description**:
With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

**Position Statement**

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. This role upgrades guests as required and promotes the hotel’s services.

**What will I be doing?**

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.
- Understand departmental objectives for self and team, and work together to achieve the goal accordingly.
- Promote Hilton Honours and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honours members receive personal and professional service that recognizes them as important guests and that their benefits are received.
- Ensures 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 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.
- Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions.
- 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.
- 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.
- 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.
- Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton brand.
- Keeping up to da