About this role
Duties and Responsibilities
• Work the following area, Front desk, VIP Services, Concierge, PBX, Hidden Treasures, Port/ Pier & Information Booth
• Greeting and thanking guests in a friendly and sincere manner
• Well-informed and knowledgeable about all Hilton brand standards, including Hilton Honors program details, and resort property information
• Checking in guests upon arrival and checking out guests upon departure according to Hotel Standard Operating Procedures
• Perform cashier duties such as “paid outs & Post Miscellaneous charges
• Assist with wake-up calls
• Review folio/account with guest during the checkout process
• Pre-register designated guests and prepare key packed
• Ensure that accurate guest information is entered into the system (ONQ) address, email & telephone contact information.
• Escalate guest issues when necessary
• Prepare guest itineraries and VIP packet
• Maintain confidentially for all guest and hotel information
• Assist with room changes
• Anticipating and addressing guests' needs and resolving their problems and complaint
• Empathetically listen to guest inquiries and provide the appropriate response
• Respond to customer's inquires and requests in a timely, friendly, and efficient manner
• Assisting guests with disabilities
• Conduct TLC, Welcome & Departure calls for VIP & Diamond Guest
• Answer the telephone for all incoming internal and external phone calls
• Assist with making room reservations
• Assist with Cabana Reservations
• Assisting with organizing the lobby during peak times
• Keep Front desk & Lobby areas clean at all times and organized
• Answer the telephone within 3 rings
• Must have the sales concept when on the port/pier
• Pre-planning for cruise ship port calls
• Ensure that wristbands and tokens are collected from Audit in a timely manner
• Work the following area, Front desk, VIP Services, Concierge, PBX, Hidden Treasures, Port/ Pier & Information Booth
• Greeting and thanking guests in a friendly and sincere manner
• Well-informed and knowledgeable about all Hilton brand standards, including Hilton Honors program details, and resort property information
• Checking in guests upon arrival and checking out guests upon departure according to Hotel Standard Operating Procedures
• Perform cashier duties such as “paid outs & Post Miscellaneous charges
• Assist with wake-up calls
• Review folio/account with guest during the checkout process
• Pre-register designated guests and prepare key packed
• Ensure that accurate guest information is entered into the system (ONQ) address, email & telephone contact information.
• Escalate guest issues when necessary
• Prepare guest itineraries and VIP packet
• Maintain confidentially for all guest and hotel information
• Assist with room changes
• Anticipating and addressing guests' needs and resolving their problems and complaint
• Empathetically listen to guest inquiries and provide the appropriate response
• Respond to customer's inquires and requests in a timely, friendly, and efficient manner
• Assisting guests with disabilities
• Conduct TLC, Welcome & Departure calls for VIP & Diamond Guest
• Answer the telephone for all incoming internal and external phone calls
• Assist with making room reservations
• Assist with Cabana Reservations
• Assisting with organizing the lobby during peak times
• Keep Front desk & Lobby areas clean at all times and organized
• Answer the telephone within 3 rings
• Must have the sales concept when on the port/pier
• Pre-planning for cruise ship port calls
• Ensure that wristbands and tokens are collected from Audit in a timely manner
Qualifications
• Must be at least 18 years old
• Must have a US Visa (preferred)
• High school diploma or equivalent
• Minimum of 2-3 years in the Hospitality industry
• Excellent administration and organization skills
• Must have a pleasant attitude
• Must have a professional, well-groomed appearance at all times
• Computer proficiency in working with Microsoft Office
• Ability to work efficiently, at a fast pace in a busy and stressful environment
• Knowledge of ONQ preferred