Assistant Front Desk Manager

EOE/AA/Disabled/Veterans

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 oftravellerswho stay with us every year a welcome they will never forget. In addition to our flagship brand Hilton Hotels & Resorts the family of brands includes Waldorf Astoria LXR Conrad Canopy Curio Collection DoubleTree Hilton Garden Inn Hampton and many others.

If you appreciate the impact global travel can have on the world you may be just the person we are looking for to work as a Hilton Team Member. Because its with Hilton where we never forget the reason were here: to delight our guests Team Members and owners alike.

The Assistant Front Desk Manager is concerned with the strategic management of the Front Office department following Hilton brand standards policies and procedures. This role is responsible for the operation of all Front Desk operations the Transportation team Concierge and telephone servicecentre.

What will I be doing

As the Assistant Front Desk Manager 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 pertinent information including number of guests and room rates.

Make appropriate selection of rooms based on guests needs code electronic keys confirms the room number and rates with a written confirmation.

Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests ensuring 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 checkout payments or charges accepting and recording vouchers creditstravellerschecks and other forms of payment converting foreign currency at current posted rates.

Greet customers immediately with a friendly and sincere welcome with 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.

Take an active role in the team by being kind cooperative and helpful never forgetting the person behind the guest.

Actively take part in training where and when required attending formal training sessions and on the job training 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 and customer care to team members and guests.

Take on an active role in the Executive Floor team ensuring effective communication and work as a teamin order toreach goals and targets.

Create a warm and welcoming arrival for guests ensuring that they feel expected and immediately athome when they arrive.

Checkin guests in accordance with their reservation details ensuring that the registration cards are completed reservation information confirmed Hilton Honors and Frequent Flyer numbers enquired and method of payment is secured.

Handle complaints promptly and efficiently taking the necessary action and informing the Duty Manager or Guest Relations Manager to followup where appropriate.

Followup with all guests to ensure satisfaction with problem resolution.

Maintain awareness of guests profiles and specific preferences ensuring that they are acted upon for each reservation.

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

Assist the Guest Service Manager by blocking rooms according to guests preferences.

Coordinate with Amenity Butlers to arrange inroom amenity setups according to VIP level and for special occasions e.g. Birthdays and Honeymoon.

Facilitate the operation of the VIP gift amenity menu by offering it to guests and ensuring that VIPs receive their chosen amenity items.

Liaise with Sales Reservations and the Business Development team to handle corporate guests.

Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.

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 Fidelio regarding guests ensuring accuracy and that all details are completed and information can be clearly understood by other team members.

Apply Hiltons brand standards ineach and everyaction acting as a role model and example of how the standards should be carried out in a practical setting.

Knowledgeable of the hotels facilities and services as well as basic knowledge of Hilton International MEAP and other properties in China.

Up to date with information on facilities attractions places of interest sights and activities in and around the hotel.

Effectively communicate coordinate and cooperate with Housekeeping F&B Engineering and IT.

Report problems with hotel systems hardware or facilities to the appropriate parties and followup to ensure that corrective actions have 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 logbookon a daily basis.

Check registration cards meeting and function information billing instructions and reservation backup to ensure that all information received is acted upon.

Ensure that the Front Desk stock is managed and not wasted maintaining costs where possible.

Keep up to date and aware of competitors activitiesin order tobe informed.

Adhere to the hotels selling strategy of demandbased pricing and maintain rate integrity by offering clear transparent and value for money rates to guests.

Comply with Health & Safety Emergency Management Disaster manuals Fire procedures and regulations.

Be a part of the Fire team when and where directed.

Adhere strictly to standard cash handling procedures be sure to balance float and drop the required amount managing cash credit card transactions city ledgers vouchers and all other forms of payment correctly.

Followup on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.

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

Maintain awareness of sales opportunities within the hotel maximizing revenue in an ethical and responsible manner ensuring that guests receive value for money and adhering to Hiltons brand standards.

Attempt to communicate with guests in guests native language if applicable.

Remain calm and alert especially during emergency and heavy hotel activity resolving complications such as location changes or credit issues.

Adhere to the hotels security and emergency policies and procedures.

Ensure that all team members have a complete understanding of and adhere to the hotels team member rules and regulations.

Carry out any other reasonable duties and responsibilities as assigned.

The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

What are we looking for

An Assistant Front Desk Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role you should maintain the attitudebehaviours skills and values that follow:

Strong communication organization and coordination skills.

Good team player.

Responsible and selfmotivated.

Patient responsible and proactive in dealing with problems.

Able to maintain excellent relations with team members.

Able to work under great physical and mental pressure.

Familiar with computer systems.

Fluent in spoken and written English to meet business needs.

What will it be like to work for Hilton

Hilton is the leading global hospitality company spanning the lodging sector from luxurious fullservice hotels and resorts to extendedstay suites and midpriced hotels. For nearly a century Hilton has offered business and leisuretravellersthe 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!