To provide all guests with our Hilton Garden Inn Promise by delivering exceptional guest service satisfaction through ensuring all policies and procedures of Hilton Garden Inn are followed.
Responsible for welcoming guests through check-in and out of hotel, receiving payment, correcting account and reservation discrepancies, creating and cancelling reservations and act as the main liaison between the guest and the hotel.
To efficiently review and post the day’s transactions, and to perform a complete evaluation of hotel revenue.
Major Responsibilities
· To fully support and communicate the BrightHearted Culture.
· Work with all team members in a professional and courteous manner.
· Be a proactive member of team by supporting others, offering suggestions and taking initiative ownership of actions.
· Participate in Hotel directed training and development programs.
· Comply with and exceed Brand Service Standards – Hilton’s “CRM”, “Ultimate Service, and “My Way”.
· Obtain a score of 85% in the check-in experience, audit tool performed by FOM.
· Know and understand the products and services offered by the Company and Hotel.
· Maintain personal appearance and hygiene in accordance with Company policies.
· Full uniform and name badge to be worn at all times.
· Telephone to be answered within 3 rings or an apology offered for the delay.
· Create a sense of recognition by using guest’s name, when known, in a natural and discreet manner.
· Acknowledging guests presence by eye contact, even when passing.
· Greet guest with a smile and speak clearly in a friendly manner.
· Ensure each registered guest completes a registration card and confirm method of payment prior to issuing guestroom keys.
· Ensure any guest messages or faxes are accurately logged and forwarded to the correct guest.
· Assist in completion of shift checklist; ensure that all routine processes are complete.
· Correct any inaccuracies and discrepancies on any guest accounts or profiles.
· Ensure all checkouts and due-outs are processed.
· Comply with all hotel marketing and loyalty promotions and programs.
· Maintain a strong presence at the Front Desk and throughout the hotel at all times.
· Handle reservation inquiries following the “Reservation Sales Standards” of Hilton.
· Deliver consistently outstanding service and create Hilton Moments.
· Guest complaints will be handled promptly and professionally by speaking in an attentive, natural, and courteous manner, and in a clear voice.
· Report guest concerns or comments to the Front Desk Supervisor/Front Office Manager.
· Post any charges or refunds to guest accounts.
· Adhere to cash handling and currency exchange policies.
· Be aware of room inventory by maximizing reservation revenue.
· Ensure that hotel Pavilion Pantry is fully stocked at all times.
· Promote the hotel restaurant, banquet facility and other services offered by the hotel.
· Maintaining a neat and tidy front office and lobby area.
· Read all memos pertinent to the efficient operation of the Front Office/Hotel.
· Records and reconciles room, telephone and other revenue on guest folios.
· Balance posting made for the day.
· Completes all the Guest Service Procedure (posting room/tax, delivering of check-out folios and newspaper, filing of registration card and checks/audit for the day and others.)
· Provides security for guests and property by controlling room keys, verifying cash banks, making safe drops, preparing cash reports, following credit card verification procedures, and reporting and complying with specified security/safety regulations.
· Printing of reports for the General Manager and the Front Office Manager.
· Data entry of the hotel Flash Report and ensure that it was sent out to the Department Heads and others.
Work Environment
The work environment of this job, at times, can be challenging and requires multi-task. It could be quite hectic and stressful due to peak periods of check ins/outs and the need to get the audit reports completed in a timely fashion. Constant interaction with guests’ is an element of the environment, which must be met with excellent composure.
The job requires continuous standing/walking for long period of time. Ability to work on different hours and weekends. Ability to work long hours due to hotel business demand.
May have to do some lifting of luggage and/or package deliveries.
Education / Experience
A diploma in hospitality would be beneficial. Past hotel/front office or night audit experience would be an asset. Computer literacy is a must
Job Type: Part-time
Pay: $21.75-$22.50 per hour
Benefits:
- On-site parking
- Paid time off
Experience:
- Hotel & Accommodations Guest Services Staff: 1 year (required)
- customer service: 1 year (preferred)
Work Location: In person
