Description
ESSENTIAL FUNCTIONS
Average Percent of Time
30 % Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests. Ensures guest knows location of room, and arranges for team member to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
20 % Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel.. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates.
15 % Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
10 % Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
10 % Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
10 % Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.
SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
•Attempts to communicate with guest in guest's native language, if applicable.
•Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications
such as location changes or credit issues.
•Summons Bell services team members to escort guests to/from their rooms as appropriate.
•Provides safety deposit boxes for guest by escorting them to the vault pulling the box from the
vault and carrying it to the guest.
•Operate various office machines.
Requirements
PHYSICAL REQUIREMENTS:
Frequency Key: Never - 0 hours; Rare - up to 1 hour; Occasional - 1-3 hours; Frequent - 3-6 Hours; Constant - 6-8 hours
Physical Activity Frequency
Sitting Occasional
Walking, standing Constant
Climbing stairs Occasional
Crouching/Bending/Stooping Occasional
Pushing/Pulling Occasional
Stooping Frequent
Lifting and carrying Occasional - up to 20 pounds.
Reaching Constant
Grasping Constant
Talking Constant
Hearing Constant
Near Vision Constant
Far Vision Constant
Smell Rare
Travel Rare
OTHER DUTIES
Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.
Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position.
SAFETY REQUIREMENTS
Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.
ORGANIZATIONAL RELATIONSHIPS
Positions directly reporting to this position (titles): None
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and
demonstrate that he or she can perform the essential functions of the job, with or without reasonable
accommodation.
•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 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.
QUALIFICATION STANDARDS EDUCATION
High School graduate or equivalent required
4 year college degree preferred with emphasis on foreign languages.
EXPERIENCE
1 - 2 years of prior guest service experience are preferred. Prior hospitality experience also preferred.
LICENSES OR CERTIFICATES
CPR Certification and/or First Aid Training preferred.
GROOMING/UNIFORMS
All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.
OTHER
Additional language ability preferred.