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. 

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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.  

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Position Statement

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The Front Office Executive greets and registers guests, providing prompt and courteous service. He/ she checks guests in and out, resolving guest challenges throughout their stay in our hotel during the assigned shift. This role upgrades guests as required and promotes the hotel’s services. We are looking for Front Office Executive for the following sections: Front Desk, Executive Lounge

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What will I be doing? 

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

\n\nComplete the registration process by inputting and retrieving information from a computer system, confirming relevant information including number of guests and room rates.\nUnderstand departmental objectives for self and team, and work together to achieve the goal accordingly.\nPromote Hilton Honours and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honours members receive personal and professional service that recognizes them as important guests and that their benefits are received. \nEnsures guests know the location of rooms containing room keys, tokens of our appreciation, gifts, etc., to guests.\nEnsure rooms and services are correctly accounted for within guests’ statements, properly stating services provided by the hotel.\nAssist guests with payments or charges, accepting and recording vouchers, credits, traveller’s checks and other forms of payment.\nGreet guests with a friendly and sincere welcome in a positive and clear speaking voice, listen and understand requests, respond with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc.\nReceive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions.\nPromptly answer the telephone and email inquiries, inputting messages into the computer and advising other team members of special guests’ needs.\nRetrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other special items for guests as requested.\nRecord guests’ complaints, conducting thorough research to develop the most effective solution and negotiate results.\nListen and extend assistance in order to resolve problems raised by guests.\nRemain calm and alert especially during emergency situations and heavy hotel activity.\nPlan and implement detailed steps by using experienced judgment and discretion.\nActively take part in training where and when required, attending formal training sessions and on the job trainings to ensure standards and develop skills and abilities.\nContribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service to team members and guests.\nTake on an active role in the Executive Lounge team, ensuring effective communication and working as a team in order to reach goals and targets.\nCreate a warm and welcoming arrival for guests, ensuring that they feel welcome and “at-home” upon arrival.\nCheck-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honours and Frequent Flyer numbers enquired about, and method of payment is secured.\nHandle complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager/ Assistant Manager, Front Office to follow-up where appropriate including all operational issues.\nFollow-up with all guests to ensure satisfaction with problem resolution.\nMaintain awareness of guests’ profile and specific preferences, ensuring that they are acted upon for each reservation.\nEnsure that VIP guests are treated personally and recognized as an individual.\nLiaise with Sales, Reservations and the Business Development teams to handle corporate guests.\nEnsure a prompt and efficient departure, by settling guests’ accounts as per billing and reservation instructions, ensuring that all guests’ folios are correct.\nInput information into hotel operating system regarding guests, ensuring accuracy and that all details are completed, and the information can be clearly understood by other team members.\nApply Hilton brand standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.\nKnowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton brand.\nKeeping up to date with information on facilities, attractions, and places of interests, sightseeing and activities in and around the hotel.\nEffectively communicate, coordinate and cooperate with Housekeeping, F&B, Engineering, and other relevant departments.\nReport problems with hotel systems, hardware or facilities to the appropriate parties and follow-up to ensure that corrective action has been taken.\nPass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.\nAttend daily briefings, shift handovers, meetings and read the logbook on a daily basis.\nEnsure that the day-to-day functions of the front desk are completed, including but not limited to checklists, trace reports, credit limit checks, and online back-ups.\nCheck registration cards, meetings and functions information, billing instructions, and reservation backup to ensure that all information received is acted upon accordingly.\nEnsure that the front desk stock is managed and not wasted, maintaining costs where applicable.\nKeep up to date and aware of competitor activities in order to be well informed.\nAdhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.\nComply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations, taking part in the fire team when and where directed.\nAdhere strictly to standard cash handling procedures, ensuring to balance float and drop the required amount, managing cash, credit card transactions, city ledgers, vouchers and all other forms of payment correctly.\nAdhere to the company’s credit policy at all times when handling cash, credit card transactions, city ledgers, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.\nMaintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.\nUpsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest.\nMaintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhering to Hilton brand standards and ensuring that guests receive value for money.\nAttempt to communicate with guests in guests’ native language, if necessary.\nCarry out any other reasonable duties and responsibilities as assigned.\n

What are we looking for? 

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A Front Office Executive 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:

\n\n\n\tAble to perform moderately complex mathematical calculations without error.\n\tAble to access and accurately input information using a moderately complex computer system.\n\tAble to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.\n\tGood interpersonal skills to provide overall guest satisfaction.\n\tAble to work under pressure and deal with stressful situations during busy periods.\n\t1 or 2 years of related working experience preferred.\n\n\n

What will it be like to work for Hilton? 

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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!