About this role
ESSENTIAL FUNCTIONS • Greets customer immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members. • Make recommendations for training related issues when inconsistencies develop at the Front Desk. • Communicate effectively with all staff and provide them with any necessary information to ensure guest service aligns with Hilton standards. • Resolve customer complaints by thoroughly researching the situation and identifying the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered and approval from superior has been taken. • Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel. Assist Guest Service Agents, Magic Agents, Reservation Agents, Bell Attendants and other departments with any questions or requests. • Maintain the department facilities, standards of presentation and levels of service to a level that achieves and exceeds Company Brand Standards. • Ensure the smooth and efficient day-to-day operations of the department in line with company standards, continually setting a good example by being seen to pay attention to detail. • Always set and maintain the highest standards of dress appearance and hygiene in line with Colleague personal Presentation Standards. SUPPORTIVE FUNCTIONS 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 requirements of the company. • Prepare daily forecast of expected arrivals and departures using analysis and judgment skills. • Operation of office equipment such as facsimile and photocopier as needed. • Respond promptly to guest requests for a supervisor or manager. • In emergencies, perform in the capacity of any position supervised. • Complete projects and reports based on department and hotel requirements.
A Front Office Intern serving Hilton Brand hotels and resorts always works on behalf of our guests and collaborates with other team members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow: • Positive attitude • Good communication skills • Committed to delivering a high level of customer service • Excellent grooming standards • Flexibility to respond to a range of different work situations • Ability to work on your own or in teams • Willingness to learn • Passion for excellence in service and teamwork • Eye for detail to achieve operational excellence • Determination to succeed It would be advantageous in this position for you to demonstrate the following capabilities and distinctions: • Knowledge of the hospitality industry • Proficiency in IT systems