Front Office Host (Chinese Speaker)

Job description

A Front Office Host provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required.

What will I be doing?

As Front Office Host, you will serve on the Front Office Team, to provide services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Front Office Host truly influences the first impressions of our Guests and, therefore, are responsible for performing the following tasks to the highest standards:

·  Achieve positive outcomes from Guest queries in a timely and efficient manner
·  Organise the ‘work area’ to be able to deliver brand-specific customer service from welcome to good-bye
·  Deliver exceptional customer service in all shifts (early, late, night) and enrol Hilton Honors members
·  Demonstrate an awareness of guest priorities, anticipate needs, build rapport and resolve guest problems very quickly
·  Close guest transactions on Front Office effectively, solicit feedback, and deliver a memorable goodbye (checkout)
·  Stay up-to-date in terms of received Guest Feedback (SALT, Social Media)
·  Regularly attend mandatory F&B service trainings to be ready to work shifts in F&B service
·  Duties of a Front Office Host when scheduled to work in F&B can include the order-taking, delivery of any food and/or beverage items, and clearing of tables
·  Be a reliable and motivated member of the guest operations team
·  Communicate clearly and constructively with other team members to help deliver great guest experiences at our hotel.
·  Be a role model for others by demonstrating brand-unique, passionate, friendly brand-specific guest service at all times
·  Always deliver ‘fair share’ in team tasks and support colleagues whose workload may temporarily be heavy, this includes helping out in housekeeping, F&B service and stewarding
·  Show interest in learning new skills and acquire new knowledge every day
·  Provide constructive suggestions/feedback to your Line Manager on products, processes and procedures to contribute to our continuous improvement efforts
·  Be aware of planned team meetings and learning sessions and attend as required
·  Participate positively in pre and post shift briefs and hotel team huddles and apply learning the next day
·  Volunteer to participate in company campaigns like Travel with Purpose or TM committees
·  Execute duties as assigned by the Guest Operations Manager, Front Office Team Leader and Supervisors
·  Assist other departments, as necessary

What are we looking for?

Front Office Hosts 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 experience in a customer-focused industry
·  Positive attitude and good communication skills
·  Commitment to delivering a high level of customer service
·  Excellent grooming standards
·  Calm, efficient, and organized with great attention to detail
·  Ability to multi-task while maintaining a positive attitude when working with a Guest
·  Professional manner with an emphasis on hospitality and guest service
·  Ability to work on your own and as part of a team
·  Competent level of IT proficiency
·  Mandarin Speaker

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

·  Previous experience in cash handling
·  Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors
·  Conflict resolution experience

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!