Hilton Garden Inn Bali Nusa Dua - Front Desk Service Agent

Job Description

Job Number:

Hilton Garden Inn Bali Nusa Dua - Front Desk Service Agent (HOT0BFK4)

Work Locations

Hilton Garden Inn Bali Nusa Dua Jl. Pratama No.57A, Benoa, Kec. Kut a Sel., Kabupaten Badung Bali 80361

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 travelers who stay with us every year a welcome they will never forget.

The Guest Service Agent 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. This role upgrades guests as required and promotes the hotel’s services.

What will I be doing?

1. Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.
2. Make appropriate selection of rooms based on guests’ needs, code electronic keys, confirms the room number and rates with a written confirmation.
3. Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests.
4. Ensure rooms and services are correctly accounted for within guests’ statements.
5. Assist guests with check-out payments or charges.
6. Greet customers immediately with a friendly and sincere welcome.
7. Receive special requests from guests and respond appropriately.
8. Promptly answer the telephone and email inquiries.
9. Record guests’ complaints, conducting thorough research to develop the most effective solution.
10. Remain calm and alert especially during emergency situations and heavy hotel activity.
11. Actively take part in training where and when required.
12. Contribute to the hotel and team by sharing new ideas and suggestions for improvements.
13. Check-in guests in accordance with their reservation details.
14. Handle complaints promptly and efficiently.
15. Ensure that VIP guests are treated personally and recognized as an individual.
16. Promote Hilton Honors and its associated benefits to guests.
17. Ensure a prompt and efficient departure, by settling guests’ accounts.
18. Input information into Fidelio regarding guests.
19. Ensure that the Guest Service Manager is kept aware and up to date with operational issues.
20. Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis.
21. Adhere to the hotel selling strategy of Demand Based Pricing.
22. Comply with Health & Safety, Emergency Management procedures.
23. Provide safety deposit boxes to guests.
24. Upsell rooms to higher room and rate categories.
25. Carry out any other reasonable duties and responsibilities as assigned.

What are we looking for?

1. Able to perform moderately complex mathematical calculations without error.
2. Able to read, listen and communicate effectively in English.
3. Able to access and accurately input information using a moderately complex computer system.
4. Good interpersonal skills to provide overall guest satisfaction.
5. Able to work under pressure and deal with stressful situations.
6. 1 or 2 years of related working experience preferred.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, dedicated to providing exceptional guest experiences across its global brands.