Front Office Agent

Description

Hilton isn’t just a place to work. 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.

And, we strongly believe that our Team Members are more than just “employees”.

Thrive at Hilton embraces our diversity and provides a way of living, helping our Team Members build a strong foundation for health and well-being, seeking lifelong learning and mindful leadership, dreaming and connecting with a Purpose, and creating the most optimal work experience for them as an individual.

Go Hilton, our leisure travel discount programme, is designed exclusively to ensure that our Team Members get to experience the same Hilton Hospitality when they are travelling at a discounted rate. Eligible Team Members and their authorized family and friends can take advantage of special room rates and other perks.

Join us now and enjoy the Hilton experience for yourself.

A Front Agent assists in daily Front Office operations and works with customers and Guests to serve their needs and provide an excellent customer service experience.

What will I be doing?

As Front Office Agent, you will assist in daily Front Office operations and work with customers and Guests to serve their needs and provide an excellent customer service experience. A Front Office Agent is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Welcome and fulfil the check-in process for Guests and group arrivals.
• Complete the check-out process for departing guests using the hotel systems.
• Provide prompt service and actively seek opportunities to drive Guest satisfaction
• Manage, effectively and efficiently, Guest requests, inquiries and resolve or escalate any complaints in a timely manner. 
• Manage, resolve or escalate any and all Guest complaints quickly.
• Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP arrivals/departures and special events.
• Work with all facilities and services provided within the hotel and identify opportunities for up-selling and promoting new or ongoing events.
• Act in accordance with fire, health and safety regulations and follow the correct procedures when required
• Perform general incoming communication duties, including taking reservations via telephone and electronic registration systems. 

Requirements

Front Office Agent serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Previous customer service experience within the hotel/leisure/retail sector
• Excellent interpersonal and communication skills
• Commitment to delivering a high level of customer service
• Ability to work under pressure
• Excellent grooming standards
• Flexibility to respond to a variety of work situations

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• High level of IT proficiency

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!