Front Office Agent

Exceptional Hospitality Starts with You

Responsibilities

Here's what you'll do during a typical day:

ESSENTIAL FUNCTIONS

• Meeting, greeting and directing Guests who enter the lobby area.

• Serving as the main point of contact for regular guests and VIP Guests and ensuring the hotel departments are fully briefed on their requirements.

• Building and maintaining positive relationships with Guests and Team Members

• Seeking verbal feedback from customers on a regular basis and responding to all Guest queries in a timely and efficient manner.

• Serving as the main point of contact guests within reception scope – ensuring they spend a comfortable and memorable stay.

• Managing, recording and resolving Guest complaints promptly.

• Delivering the True Waldorf Service promise to our guests, by being the main point of contact for TWS guests before, during and after their stay.

• Demonstrating a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate.

• Ensuring a speedy resolution to any problems that may arise on shift.

• Ensuring a very high level of customer service is constantly maintained for Reception and Lobby area.

• Answering queries from guests, referring them to contact points at which they can obtain further information.

• Participate in trainings in all areas, i.e. computer systems, balancing of shifts, day-to-day operations and guest service.

• Covering telephone and Operator duties as required.

• Performing tasks with utmost accuracy and consistency, ensuring all the follow ups are done in a timely manner.

• Completing check list and passing handover to the next shift.

• Personalizing every interaction with the guests, collecting golden nuggets, offering Hilton Honors membership, customizing upsell practices.

SUPPORTIVE FUNCTION

In addition to performance of 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 company.

• Supporting and assisting other departments when required

• Liaising with other departments regarding matters arising e.g. Security, Housekeeping, Engineering, Accounting, Food & Beverage etc.

• Reporting to the Front Office Manager any maintenance that needs attention at the lobby.

• Following through these maintenance issues when required.

• Liaising with Housekeeping regarding accommodation requirements.

• Assisting with the duties of other departments if limited staff and upon management request.

Qualifications

What It Takes to Make the Stay

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Ability to effectively deal with team members and guests who will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information. Excellent interpersonal skills to provide overall guest satisfaction.

• Excellent mathematical comprehension to understand and interpret numbers as they apply to the operations in hotels.

• Ability to access and accurately input information using a moderately complex computer system.

• Ability to read, write, speak and understand the English language to communicate effectively with guests and team members.

• Ability to work under pressure and deal with stressful situations during busy periods.