Receptionist
Position Purpose
To be a passionate host and highly collaborative member of the guest operations team who delivers brand-specific customer experiences, mainly in FO but also in F&B.
Duties & Key Responsibilities
Being a Great Team Member
Come to work every day with a big smile on your face 😊
Be a reliable and motivated member of the guest operations team
Communicate clearly and constructively with other team members to help deliver great guest experiences at our hotel.
Be a role model for others by demonstrating brand-unique, passionate, friendly brand-specific guest service at all times
Always deliver ‘fair share’ in team tasks and support colleagues whose workload may temporarily be heavy, this includes helping out in housekeeping, F&B service and stewarding
Show interest in learning new skills and acquire new knowledge every day
Provide constructive suggestions/feedback to your Line Manager on products, processes and procedures to contribute to our continuous improvement efforts
Be aware of planned team meetings and learning sessions and attend as required
Participate positively in pre and post shift briefs and hotel team huddles and apply learning the next day
Volunteer to participate in company campaigns like Travel with Purpose or TM committees
Execute duties as assigned by the Guest Operations Manager, FO Team Leader and Supervisors
Front Office Specifics
Organise the ‘work area’ to be able to deliver brand-specific customer service from welcome to good-bye
Deliver exceptional customer service in all shifts (early, late, night) and enrol Hilton Honors members
Demonstrate an awareness of guest priorities, anticipate needs, build rapport and resolve guest problems very quickly
Close guest transactions on FO effectively, solicit feedback, and deliver a memorable goodbye (checkout)
Stay up-to-date in terms of received Guest Feedback (SALT, Social Media)
Regularly attend mandatory F&B service trainings to be ready to work shifts in F&B service
Duties of a FO Host when scheduled to work in F&B can include the order-taking, delivery of any food and/or beverage items, and clearing of tables