Front Office Executive (Hilton Singapore Orchard)

Hilton; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

Hilton Singapore is seeking a Front Office Executive to greet and register guests, manage check-in/check-out, and handle guest challenges with prompt, courteous service during your shift. The role includes upgrading guests when appropriate and promoting Hilton services.

You will be responsible for processing registrations, communicating with guests, handling payments, and coordinating with Housekeeping, F&B and other departments to ensure a smooth guest experience at the front desk and Executive

Responsibilities

• Complete the registration process in the hotel computer system.
• Promote Hilton Honors and enroll guests in the program.
• Handle guest payments and settle charges accurately at check-out.
• Greet guests warmly and provide information on services, outlets, events and hours.
• Assist guests with special requests and liaise with relevant teams as needed.
• Respond promptly to inquiries via telephone and email and relay information to guests.

Skills

Customer service

Communication

Teamwork

Attention to detail

Job description

Position Statement

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

What will I be doing?

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

• Complete the registration process by inputting and retrieving information from a computer system, confirming relevant information including number of guests and room rates.

• Understand departmental objectives for self and team, and work together to achieve the goal accordingly.

• Promote 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.

• Ensures guests know the location of rooms containing room keys, tokens of our appreciation, gifts, etc., to guests.

• Ensure rooms and services are correctly accounted for within guests’ statements, properly stating services provided by the hotel.

• Assist guests with payments or charges, accepting and recording vouchers, credits, traveller’s checks and other forms of payment.

• Greet 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.

• Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions.

• Promptly answer the telephone and email inquiries, inputting messages into the computer and advising other team members of special guests’ needs.

• Retrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other special items for guests as requested.

• Record guests’ complaints, conducting thorough research to develop the most effective solution and negotiate results.

• Listen and extend assistance in order to resolve problems raised by guests.

• Remain calm and alert especially during emergency situations and heavy hotel activity.

• Plan and implement detailed steps by using experienced judgment and discretion.

• Actively 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.

• Contribute 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.

• Take on an active role in the Executive Lounge team, ensuring effective communication and working as a team in order to reach goals and targets.

• Create a warm and welcoming arrival for guests, ensuring that they feel welcome and “at-home” upon arrival.

• Check-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.

• Handle 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.

• Follow-up with all guests to ensure satisfaction with problem resolution.

• Maintain awareness of guests’ profile and specific preferences, ensuring that they are acted upon for each reservation.

• Ensure that VIP guests are treated personally and recognized as an individual.

• Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.

• Ensure a prompt and efficient departure, by settling guests’ accounts as per billing and reservation instructions, ensuring that all guests’ folios are correct.

• Input 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.

• Apply 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.

• Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton brand.

• Keeping up to date with information on facilities, attractions, and places of interests, sightseeing and activities in and around the hotel.

• Effectively communicate, coordinate and cooperate with Housekeeping, F&B, Engineering, and other relevant departments.

• Report problems with hotel systems, hardware or facilities to the appropriate parties and follow-up to ensure that corrective action has been taken.

• Pass 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.

• Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis.

• Ensure 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.

• Check registration cards, meetings and functions information, billing instructions, and reservation backup to ensure that all information received is acted upon accordingly.

• Ensure that the front desk stock is managed and not wasted, maintaining costs where applicable.

• Keep up to date and aware of competitor activities in order to be well informed.

• Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.

• Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations, taking part in the fire team when and where directed.

• Adhere 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.

• Adhere 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.

• Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.

• Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest.

• Maintain 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.

• Attempt to communicate with guests in guests’ native language, if necessary.

• Carry out any other reasonable duties and responsibilities as assigned.