Job Description

Job Description

Job Description

• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests. Ensures guest knows location of room, and arranges for team member to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
• Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler’s checks, and other forms of payments.
• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
• Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
• Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. Use the Problems Resolution Empowerment Guidelines among the “MAKE IT RIGHT” tools.
• Attempts to communicate with guest in guest’s native language, if applicable.
• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve opportunities such as location changes or credit issues.
• Summons Bell Services team members to escort guest to/from their rooms as appropriate.
• Offer and enroll gust in our HHonors program.
• Offer and enroll every guest in KIPSU.
• Promote room upsell to increase revenue.
• Any other tasks assigned by General Manager or Director.

Requirements:

• High School graduate or equivalent required.
• Fully bilingual
• Full availability

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