Front Desk Agent

Job Description - Front Desk Agent (HOT0B9QT)

Work Locations: DoubleTree by Hilton Shah Alam i-City Golden Triangle Shah Alam 40000

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 millions of travellers who 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 it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

What will I be doing?

1. Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.
2. Make appropriate selection of rooms based on guests’ needs, code electronic keys, confirm the room number and rates with a written confirmation.
3. Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests.
4. Ensure rooms and services are correctly accounted for within guests’ statements.
5. Assist guests with check-out payments or charges, accepting and recording vouchers and other forms of payment.
6. Greet customers immediately with a friendly welcome, listen and understand requests, respond with appropriate actions.
7. Receive special requests from guests and respond appropriately or forward requests to appropriate team members.
8. Promptly answer the telephone and email inquiries, inputting messages into the computer.
9. Record guests’ complaints, conducting thorough research to develop effective solutions.
10. Remain calm and alert especially during emergency situations and heavy hotel activity.
11. Take on an active role in the team by being kind, cooperative, and helpful.
12. Actively take part in training and share new ideas for improvements.
13. Create a warm and welcoming arrival for guests.
14. Handle complaints promptly and efficiently.
15. Maintain awareness of guests’ profile and specific preferences.
16. Ensure that VIP guests are treated personally.
17. Promote Hilton Honors and its associated benefits.
18. Ensure a prompt and efficient departure by settling guests’ accounts.
19. Input information into Fidelio regarding guests, ensuring accuracy.
20. Apply Hilton brand standards in every action.
21. Effectively communicate with Housekeeping, F&B, Engineering and IT.
22. Report problems with hotel systems to the appropriate parties.
23. Attend daily briefings, shift handovers, and read the logbook.
24. Ensure that the day-to-day functions of the front desk are completed.
25. Ensure that front desk stock is managed and not wasted.
26. Comply with Health & Safety, Emergency Management, and Fire procedures.
27. Handle cash, credit card transactions, and provide currency exchange services.
28. Provide safety deposit boxes to guests.
29. Maintain the efficiency of departure by checking guests’ folios.
30. Upsell rooms to higher room categories.
31. Attempt to communicate with guests in their native language.
32. Carry out any other reasonable duties as assigned.

What are we looking for?

A Front Desk Agent 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 attitude, behaviours, skills, and values that follow:

1. Able to perform moderately complex mathematical calculations without error.
2. Able to read, listen and communicate effectively in English.
3. Able to access and accurately input information using a moderately complex computer system.
4. Able to effectively deal with internal and external customers.
5. Good interpersonal skills to provide overall guest satisfaction.
6. Able to work under pressure and deal with stressful situations.
7. 1 or 2 years of related working experience preferred.

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. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.