Front Office Assistant

Job description

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. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others. 

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.  

The Front Office Assistant organizes and coordinates the Front Desk services to ensure that each customer experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and hotel policies and procedures.  

What will I be doing? 

As the Front Office Assistant, you will be responsible for performing the following tasks to the highest standards: 

• Actively seek verbal feedback from customers. 

• Agree on and implement actions to make improvements to customer service. 

• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received. 

• Handle complaints promptly and efficiently, taking the necessary action, and keep the Guest Service Supervisor / Guest Service Manager aware.  

• Follow-up with all guests to ensure satisfaction with problem resolution (service recovery). 

• Maintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation. 

• Maintain guest histories to assist with returning guests. 

• Ensure that the shift is reviewed, handovers and briefings are carried out. 

• Make sure all customers’ requests and queries are responded to promptly and effectively as prescribed by Hilton brand standards. 

• Up to date with information on facilities, attractions, and places of interests, sights and activities in and around the hotel. 

• Be pro-active towards customers, assisting them with any reasonable requests. 

• Have detailed knowledge of and adhering to department and team standards as well as Hilton brand standards. 

• Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service. 

• Implement and follow through with improvements identified. 

• Communicate effectively with customers and team members. 

• Plan ahead and ensure adequate resources are available. 

• Maintain in-depth technical knowledge and skills required for the job. 

• Attend an participate in regular Front Office and other related meetings. 

• Understand the goals of the hotel and the department’s role in achieving it. 

• Work cooperatively with others. 

• Follow company control procedures. 

• Control costs without compromising standards. 

• Participate in section training plans to meet business needs. 

• Participate in all training activities and appropriate product knowledge courses. 

• Understand relevant Health & Safety legislations and their implications on the operation of the department. 

• Ensure that safe and healthy working practices are implemented at all times. 

• Maintain personal presentation to hotel and Hilton standards. 

• Ensure all reporting and servicing deadlines are met on a timely basis. 

• Adhere to the hotel’s security and emergency policies and procedures. 

• Carry out any other reasonable duties and responsibilities as assigned. 

• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice. 

What are we looking for? 

A Front Office Assistant serving Hilton Brands is 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: 

• Maintain high customer service focus by approaching your job with the customers always in mind. 

• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues. 

• Motivated and committed, approaching all tasks with enthusiasm, seizing opportunities to learn new skills or knowledge in order to improve personal performance. 

• Be flexible, respond quickly and positively to changing requirements including the performance of any task requested of you. 

• Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals. 

• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel. 

• Good organization and coordination skills. 

• Strong sense of responsibility and self-motivation. 

• Patient and responsible to solve all problems. 

• Able to maintain excellent relations with team members.                                                                                

• Able to work under great physical and mental pressures. 

• Understand basic spoken English to meet business needs.   

• Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel. 

• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace. 

• Familiar with computer system is preferred. 

 

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 travellers 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!