Front Office Rooms Control Clerk - Vacation Ownership

Description

The Hilton Waikoloa Village Vacation Ownership Ocean Tower is looking to add a Front Office Rooms Control Clerk to their team! This is a perfect opportunity for someone that has attention to detail and wants to grow within the hospitality industry.

A Rooms Control Clerk is responsible for organizing and overseeing all arrivals/pre-check in guest reservations to ensure total guest satisfaction. Ensures that all guest confirmed specific accommodations are pre-assigned, and all requests for special accommodations are met daily. Provides prompt and courteous service to meet HGV business models, standards of quality and culture.

What will I be doing?

A Rooms Control Clerk is responsible for organizing and overseeing all arrivals/pre-check in guest reservations to ensure total guest satisfaction. Ensures that all guest confirmed specific accommodations are pre-assigned, and all requests for special accommodations are met daily. Provides prompt and courteous service to meet HGV business models, standards of quality and culture. Specifically, you would be responsible for the following:

• Completes the pre-registration and registration process by inputting and retrieving information with routine difficulty from the HGV PMS, VOICE computer system efficiently, confirming pertinent information including number of guests and room rate.
• Pre-blocks all specific accommodations and special requests 
• Prioritizes welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Review arrivals on a daily basis.
• Review receipt setup and special requests. Complete all special services requests. Monitor out of order rooms and communicate with Property Operations and Housekeeping on their expected return for use. Relay all of the pertinent guest Reservation information to the GSA’s.
• Maintain accurate room type available through room planning and pre-arranging.
• Verifies imprint credit cards for authorization using electronic acceptance methods. Handles cash, makes change and balances and assign house bank. Accepts and records vouchers, traveler’s checks and other forms of payment. Converts foreign currency at current posted rates. Performs accurate, moderately complex arithmetic functions using a calculator.
• Posts charges to guest rooms and house accounts using the computer.
• Closes tour and guest accounts at the time of check-out and ascertains satisfaction.
• Promptly answers the telephone using positive and clear English. Inputs messages into the computer. Retrieves messages and communicates the content to the guest. Retrieves mail, small packages and facsimiles for customers as requested.
• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolves complications such as location changes or credit issues. 
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiates results. Input and monitor work orders via Synergy.
• Communicate with guest via KIPSU. Plans and implements detailed steps by using experienced judgment and discretion.
• Assists Front Desk with daily operations and special projects as needed

Requirements

What are we looking for?

- Previous Customer Service Experience Preferred

- Hotel Experience a plus!

- Must have full availability to work various shifts including weekends and holidays

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

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!

Hourly Range; $22.42-$24.92