Front Desk Assistant

Roles and responsibilities

As Front Desk Agent, you will provide reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Front Desk Agent contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Achieve positive outcomes from Guest queries in a timely and efficient manner
• Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
• Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments
• Demonstrate a high level of customer service at all times
• Attend appropriate training courses, when required, and assist with the Night Team’s training and development efforts
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
• Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
• Comply with hotel security, fire regulations and all heath and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Follow company brand standards
• Assist other departments, as necessary
  
  

What are we looking for?

Front Desk Agent serving Hilton Worldwide Brand hotels and vacations are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

• Previous experience in Front Desk ideally in a luxury hotel
• Previous experience in Middle East
• Working knowledge of a European language is advantage
• Positive attitude and good communication skills both written and verbal
• 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
  

Desired candidate profile

A Front Desk Agent is the first point of contact for guests at a hotel or other lodging establishment. They are responsible for providing exceptional customer service, managing check-in/check-out procedures, handling reservations, and addressing guest needs. Below are the key skills required for a Front Desk Agent:

Customer Service Skills

• Welcoming guests: Greet guests warmly and professionally upon arrival, making a positive first impression and setting the tone for their stay.
• Guest interaction: Handle guest requests and inquiries in a friendly, attentive manner, whether in person, over the phone, or via email.
• Problem-solving: Address and resolve any issues or complaints from guests, ensuring their satisfaction and a smooth experience.
• Empathy and patience: Demonstrate patience and understanding when dealing with guests, especially in situations where they are frustrated or upset.

Communication Skills

• Clear and concise communication: Communicate with guests, colleagues, and management clearly and effectively, whether verbally or in writing.
• Active listening: Listen attentively to guest requests or concerns, asking clarifying questions when needed and responding appropriately.
• Multilingual skills (optional): Being able to speak more than one language can be beneficial in dealing with international guests.
• Telephone etiquette: Answer calls promptly, professionally, and courteously, providing the requested information or transferring calls to the appropriate department.

Front Desk Operations

• Check-in/check-out procedures: Efficiently handle guest check-ins and check-outs, ensuring that the process is smooth and accurate.
• Reservations: Manage reservations, either by phone, online, or through walk-in guests, ensuring that rooms are available, and bookings are correctly processed.
• Billing and payments: Process payments, handle cash and credit transactions, and ensure that bills are accurate and provide guests with the appropriate receipts.
• Room assignments: Assign rooms based on guest preferences or booking details, ensuring all information is accurately recorded.

Computer and Technology Skills

• Property management systems (PMS): Be proficient in using hotel management software to manage bookings, room assignments, and guest profiles.
• Point of Sale (POS) systems: Use POS systems to handle guest charges, process payments, and maintain accurate records of charges.
• Email and messaging: Respond to guest emails or online messages promptly and professionally, addressing inquiries and confirming reservations.
• Reservation platforms: Familiarity with online booking systems (e.g., Booking.com, Expedia) and the hotel's internal system to manage availability and rates.