Prior customer service experience required. Prior Front Desk or other prior hospitality experience preferred.
To act as an ambassador of the hotel by providing special assistance and information about local area attractions to customers and patrons, offering a wide selection of alternatives for guest satisfaction.
Greet customers immediately with a friendly and sincere welcome. Use a clear, understandable speaking voice, exercise judgment, respond to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, car rentals and airline shuttle service, etc. according to individual needs. Must be knowledgeable of outside activities available to Hilton guests; aware of the different types of restaurants and quality of their food and service.
Using the telephone, verbally arrange and confirm recreation, business and dining activities both inside and outside the hotel. Promptly respond to requests for dentists, doctors, child care, florists, etc. Keep accurate records of these reservations and requests. Maintain tidy and clean work area.
Distribute and order printed materials such as brochures of local attractions or other Hiltons, required extending arms, bending and stooping to reach materials on display racks, in drawers or on shelves.
Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested. Make “Welcome” VIP calls.
Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.
Provide safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the customer.
Operate facsimile machine to send, receive, and log incoming transmissions.
Notify guests using the message function of the computer of incoming faxes.
Use the photocopier to make copies of items as required.
Escort VIP guests to accommodations.
Other duties as assigned by the supervisor, such as certain Front Desk GSA or Bell Attendant responsibilities.
Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
Upon employment, all employees are required to fully comply with Hilton rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.