Ensure Hilton’s Brand Service standards are consistently practiced by all team members.
Show recognition to regular customers.
Must be familiar with Hotel’s Policies and procedures and to comply with each and every guest request.
Review daily all arrivals and departures, paying special attention to VIPs. Co-ordinate registrations in KLIA with the concierge team.
Ensure that all customer queries or requests are handled in a polite and efficient manner and that a high level of customer service is consistently maintained.
Must be present at all times in the Reception area (except at handover times).
Ensure that an “open eye” attitude in maintained at all times to improve the performance of the department as a whole.
Maintain a high standard of personal appearances, grooming and hygiene in accordance with the hotel policy.
Ensure that the team is efficient, smart, clean and friendly with both customers and team members.
Ensure that all duty shifts are being carried out following all pre-set procedures.
Ensure the well being of the Reception team.
Maximise room sales and revenue for the hotel by ensuring a sales orientated attitude is adopted at all times.
Responsible for keeping low the level of rebates / allowances by ensuring a high degree of accuracy at all times.
Prepare hourly back-up reports without exception.
Follows up company credit procedures to ensure all revenue expected will be received.
Ensure the Front desk is clean and Tidy.
Ensure all Front Desk equipment is working properly.
Ensure Shift checklists are followed up point by point and signed at the end of each shift.
Ensure that all Reception staff is punctual, properly groomed and fully aware of all handover contents.
Ensure a high level of product knowledge of the hotel and local area.
Be fully aware of all property management systems.
To be fully conversant with the Hotel Emergency and Evacuation procedures.
To be fully conversant with manual Front Office procedures to be used in the event of the Hotel’s computer systems being off-line. Co-ordinate the smooth and efficient check-in of Groups and Tours. Review on E-Check In / NOR1 upgrade / Huanying arrival request and action accordingly.
Assisting Room Coordinator to follow up on Group Master and House Account.
To train and shadow all new team members according to the training schedule.
This position includes early and late shifts on a rotating basis.
Knowledge on the HHonors benefit.
To actively promote the benefits of Hilton HHonors / Make it Right commitment to all guests and patrons of the Hotel and adopting a sales attitude.
Have a thorough knowledge of all credit procedures and ensure that these procedures are adhered to.
Must know all Hotel products and services and actively recommend to our guests.
Continuous coaching and counselling of Reception team.
Review all guest arrivals and ensure that rooms are assigned according to the reservation and preferences.
To monitor on guest’s room account.
High balance check to be performed in both morning and afternoon shift.
Motivate colleagues and create a team environment through blue energy spirit.
Any other duties assigned by Front Office Manager or their designate.
Plans, schedules and supervises the Training of the Team Members.
Plans and schedules the Operations Duty Rosters of the Team Members.
Provides coaching and counseling to Team Members.
JOB REQUIREMENT
JOB REQUIREMENT
Fluent in English, Bahasa and other languages will be beneficial
Minimum SPM or equivalent qualification.
At least 2 years experience at Front Desk.
Excellent knowledge in OnQ system.
Able to work in a different shift.
Good customer relations and team player.
Must be pleasant personality.
Hilton Petaling Jaya
2, jalan barat, 46200, Petaling Jaya, Selangor, Petaling Jaya, Selangor