About the job
A Front Desk Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out.
What will I be doing?
As a Front Desk Agent, you will provide reception services for Guests to contribute to an overall exceptional experience from check-in through check-out. A Front Desk Agent contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
- Achieve positive outcomes from Guest queries in a timely and efficient manner
- Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
- Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments
- Demonstrate a high level of customer service at all times
- Attend appropriate training courses, when required, and assist with the Night Team’s training and development efforts
- Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
- Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
- Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
- Comply with hotel security, fire regulations and all health and safety legislation
- Act in accordance with policies and procedures when working with front of house equipment and property management systems
- Follow company brand standards
- Assist other departments, as necessary
What are we looking for?
Front Desk Agents serving Hilton brands are 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:
- Previous experience in a customer-focused industry
- Completed high school certificate or equivalent
- Positive attitude and good communication skills
- Commitment to delivering a high level of customer service
- Excellent grooming standards
- Ability to work on your own and as part of a team
- Competent level of IT proficiency
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Previous experience in cash handling
What will it be like to work for Hilton?
The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces.
We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton Team Member Travel discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!
We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of his or her role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Skills:
Communication Skills
- Verbal Communication: Clear and friendly communication with guests and staff.
- Listening Skills: Ability to listen actively to guest inquiries and concerns.
Customer Service
- Guest Relations: Strong skills in providing excellent service and handling guest requests.
- Problem-Solving: Ability to address and resolve guest complaints effectively.
Organizational Skills
- Multitasking: Ability to handle multiple tasks simultaneously in a fast-paced environment.
- Attention to Detail: Ensuring accuracy in reservations, billing, and other administrative tasks.
Technical Skills
- Reservation Systems: Proficiency in using hotel management software and reservation systems.
- Microsoft Office: Basic skills in Word, Excel, and email communication.
Interpersonal Skills
- Teamwork: Ability to work collaboratively with other hotel staff.
- Cultural Sensitivity: Understanding and respecting diverse cultures and backgrounds.
Time Management
- Efficiency: Ability to prioritize tasks and manage time effectively during busy periods.
Professionalism
- Appearance: Maintaining a polished and professional demeanor at all times.
- Confidentiality: Handling guest information and data with discretion.
Adaptability
- Flexibility: Willingness to adapt to changing situations and guest needs.
Schedule
Full-time
Brand
Waldorf Astoria Hotels & Resorts
Job
Guest Services, Operations, and Front Office
About the job
A Reservations Agent will serve as the main contact for room reservations at the hotel; and therefore, must offer an excellent service and influence the Guest decision to stay at the property.
What will I be doing?
As a Reservation Agent, you will serve as the first line of inquiry for room reservations within the hotel. A Reservation Agent is responsible for offering excellent customer service, options, and other solutions to meet Guest and customer needs. Specifically, a Reservations Agent will perform the following tasks to the highest standards:
- Convert, quickly, inquiries into contracted business
- Respond, positively, to sales inquiries to develop future sales leads
- Identify sales leads, as appropriate
- Respond to all customers in a highly professional manner, including ensuring all reservations are completed accurately and to the Guest’s expectation
- Provide prompt and efficient service while maintaining the hotels brand standards
What are we looking for?
A Reservations 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:
- A passion for delivering great customer service
- A highly professional telephone manner and excellent communication skills
- Outstanding administration and organizational skills
- Intermediate computer proficiency
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Previous experience in a Reservations environment
- Tertiary qualifications, or other collegiate-level degree
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!
Skills:
Communication Skills
- Verbal Communication: Clear and friendly interaction with customers over the phone and via email.
- Listening Skills: Ability to understand customer needs and preferences effectively.
Customer Service
- Guest Relations: Providing excellent service and addressing inquiries or concerns promptly.
- Problem-Solving: Resolving issues related to bookings and cancellations efficiently.
Technical Skills
- Reservation Systems: Proficiency in using hotel management and booking software.
- Data Entry: Accurate input of customer information and booking details.
Organizational Skills
- Attention to Detail: Ensuring accuracy in reservations and preventing double bookings.
- Multitasking: Handling multiple requests and tasks simultaneously, especially during peak times.
Time Management
- Efficiency: Prioritizing tasks to manage workload effectively and meet deadlines.
Sales Skills
- Upselling Techniques: Ability to promote additional services and upgrades to enhance guest experiences.
Interpersonal Skills
- Team Collaboration: Working well with other departments, such as front desk and housekeeping.
- Cultural Sensitivity: Understanding and respecting diverse cultures and backgrounds.
Adaptability
- Flexibility: Willingness to adapt to changes in booking procedures or policies.
Work Locations
The Plaza Doha, LXR Hotel & Resorts
Schedule
Full-time
Brand
LXR by Hilton
Job
Call Center and Reservations
