Front Office Control Clerk, Vacation Ownership at Ocean Tower - Hilton Waikoloa Village

Hilton Worldwide, Inc.; Mission (KS); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player in hospitality is seeking a Front Office Control Clerk to join their dynamic team. This role involves ensuring guest satisfaction by managing group arrivals and pre-check-ins, providing exceptional service, and handling various guest requests. The ideal candidate will possess strong customer service skills, be adept at conflict resolution, and demonstrate effective communication abilities. With a commitment to quality and teamwork, this position offers a chance to thrive in a supportive environment that values personal and professional growth. Join a company that is dedicated to creating remarkable hospitality experiences every day!

Benefits

Free Meals During Shifts

Free Parking Onsite

Medical Insurance Coverage

Mental Health Resources

Best-in-Class Paid Time Off (PTO)

Go Hilton Travel Discount Program

Matching 401(k)

Employee Stock Purchase Program

Debt-Free Education

Career Growth and Development

Qualifications

• Minimum one year experience in customer service, hospitality preferred.
• Ability to effectively deal with customers and resolve conflicts.

Responsibilities

• Organize and oversee tour group arrivals to ensure satisfaction.
• Handle guest check-ins, payments, and special requests efficiently.

Skills

Customer Service

Mathematical Skills

Conflict Resolution

Communication Skills

Attention to Detail

Education

High School Diploma

Tools

Computer System

Job description

Job Description - Front Office Control Clerk, Vacation Ownership at Ocean Tower - Hilton Waikoloa Village (HOT0BKAR)

Job Number:

HOT0BKAR

Work Locations:

Hilton Waikoloa Village 69-425 Waikoloa Beach Drive Waikoloa 96738

Hilton Waikoloa Village, Vacation Ownership at Ocean Tower is looking for a Front Office Control Clerk. The property is located on Hawaii Island's only 62-acre property with 454 guest rooms, 3 one of a kind outdoor swimming pools and 4-acres of protected lagoon.

Our Team Members love being a part of our award-winning culture. From a friendly workplace environment to competitive health benefits, career growth opportunities and our Go Hilton travel discount program. In addition, we offer free meals during shifts and free parking onsite.

• Classification: Full-Time
• Shifts: Must have the ability to work mornings, evenings, weekends and holidays
• Wage range: $22.86 to $25.41 per hour

The ideal candidate would have an outgoing personality with minimal one year experience in customer service role, hospitality experience is highly preferred and has schedule flexibility.

What will I be doing?

A Front Office Rooms Control Clerk is responsible for organizing and overseeing all tour group arrivals/pre-check in groups to ensure total group satisfaction. Ensures that all guest confirmed specific accommodations are pre-assigned, and all requests for special accommodations are met daily. Provides prompt and courteous service to meet Hilton’s standards of quality. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Completes the pre-registration and registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Pre-blocks all specific accommodations and special requests at least 3 days prior to arrival. Prioritizes welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Review arrivals on a daily basis. Upgrade Gold and Diamond members when available. Review receipt setup and special requests. Complete all special services requests. Monitor out of order rooms and communicate with Property Operations and Housekeeping on their expected return for use. Relay all of the pertinent group information to the GSA’s. Maintain accurate room type available through room planning and pre-arranging.
• Verifies imprint credit cards for authorization using electronic acceptance methods. Handles cash, makes change and balances and assign house bank. Accepts and records vouchers, traveler’s checks and other forms of payment. Converts foreign currency at current posted rates. Performs accurate, moderately complex arithmetic functions using a calculator. Posts charges to guest rooms and house accounts using the computer. Closes tour and guest accounts at the time of check-out and ascertains satisfaction.
• Promptly answers the telephone using positive and clear English. Inputs messages into the computer. Retrieves messages and communicates the content to the guest. Retrieves mail, small packages and facsimiles for customers as requested.
• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolves complications such as location changes or credit issues.
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiates results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Plans and implements detailed steps by using experienced judgment and discretion.

What are we looking for?

• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to stand and move throughout front office and continuously performing essential job functions.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline.

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Customer Focus

What will it be like to work for Hilton?

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 travelers 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!

The Benefits – Hilton is proud to have an award-winning workplace culture ranking #1 World's Best Workplace by Great Place To Work & Fortune. We support the mental and physical well-being of all Team Members so they can thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits. Hilton offers its eligible team members a comprehensive benefits package including:

• Access to your pay when you need it through DailyPay
• Medical Insurance Coverage – for you and your family
• Mental Health Resources
• Best-in-Class Paid Time Off (PTO)
• Go Hilton travel discount program
• Supportive parental leave
• Matching 401(k)
• Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
• Debt-free education: Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)
• Career growth and development
• Team Member Resource Groups
• Recognition and rewards programs

*Available benefits may vary depending upon property-specific terms and conditions of employment and the terms of the collective bargaining agreement if applicable.

Schedule:

Full-time

Brand: Hilton Hotels & Resorts

Job:

Guest Services, Operations, and Front Office