Front Office Host (Receptionist)

Job description

Position Purpose

To be a passionate host and highly collaborative member of the guest operations team who delivers brand-specific customer experiences, mainly in FO but also in F&B.

Duties & Key Responsibilities

Being a Great Team Member

·        Come to work every day with a big smile on your face

·        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, FO Team Leader and Supervisors

Front Office Specifics

·        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 FO 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 FO 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
What are we looking for?

Receptionists 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
·  Completed high school certificate or equivalent
·  Positive attitude and good communication skills
·  Commitment to delivering a high level of customer service
·  Excellent grooming standards
·  Ability to work on your own and as part of a team
·  Competent level of IT proficiency

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

·  Previous experience in cash handling

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!