Front Office Host

Roles and responsibilities

As Guest Service Agent, 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 Guest Service Agent 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
• Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
• Ensure that the Guest Service Manager is 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 health 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?

Guest Service Agents 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
  
  

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

Desired candidate profile

A Front Office Host is responsible for welcoming guests, providing exceptional customer service, and managing various administrative tasks to ensure a seamless guest experience. This role requires excellent interpersonal skills, organizational abilities, and the capacity to handle multiple tasks efficiently. Below are the key skills required for a Front Office Host:

Customer Service Skills

• Welcoming guests: Greet guests warmly upon arrival, ensuring they feel valued and comfortable.
• Service excellence: Provide exceptional service by addressing guest needs promptly and professionally.
• Problem resolution: Handle guest complaints or issues with empathy and efficiency, ensuring their satisfaction.
• Personalized interactions: Remember guest preferences and tailor services to enhance their experience.

Communication Skills

• Verbal communication: Articulate and clear communication with guests and colleagues, ensuring accurate information is conveyed.
• Written communication: Proficiency in drafting emails, messages, and notes for guest correspondence or internal communication.
• Multilingual abilities: Knowledge of multiple languages is an advantage, especially in hospitality environments catering to international guests.
• Listening skills: Active listening to understand guest concerns, requests, and feedback.

Organizational Skills

• Reservation management: Manage guest bookings and reservations efficiently, ensuring accuracy and avoiding overbooking.
• Check-in/check-out processes: Streamline guest arrivals and departures, ensuring all procedures are handled efficiently and courteously.
• Record keeping: Maintain accurate records of guest information, preferences, and transactions.
• Time management: Handle multiple tasks simultaneously without compromising service quality.

Technology Proficiency

• Property management systems (PMS): Familiarity with software like Opera, Amadeus, or other hotel management systems for reservations and guest services.
• POS systems: Use of point-of-sale systems for handling payments, billing, and invoices.
• Communication tools: Proficiency in email platforms, messaging apps, and other tools for guest and team communication.
• Office software: Basic knowledge of Microsoft Office Suite (Word, Excel) for administrative tasks.