Front Desk Service Agent - Jakarta, Indonesia - Hilton

Hilton

Perusahaan Terverifikasi

Jakarta, Indonesia

1 minggu yang lalu

Diposting oleh:

Siti Nur

beBee Recruiter

Deskripsi

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 the 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.

The Front Desk Agent greets and registers guests, providing prompt and courteous service. He / she checks guests in and out, resolving guest challenges throughout their stay in our hotel. This role upgrades guests as required and promotes the hotel's services.

What will I be doing?
As the Front Desk Agent, you will be responsible for performing the following tasks to the highest standards:

Takes an active role in the team by being kind, communicative, cooperative, and helpful to internal and external guest
Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities.
Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests
Actively supports and involve in meetings, events, achieving target/ KPI and other programs of hotel and department
Takes an active role in the front desk team, ensuring effective communication and working as a team in order to reach goals and targets
Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately "athome" when they arrive.
Checkingin guests in accordance with their reservation details, ensuring that the registration card is completed, all reservation information confirmed, Honors and Frequent Flyer Number enquired about, and method of payment secured.
Ensuring that guests are escorted to their room, the hotel facilities and room features are explained, and that luggage is delivered in a prompt manner.
Handles complaints promptly and efficiently, taking the necessary action, and informing the Front Office Managers (DM/AFOM/FOM) should the case need further follow up, where appropriate. Follows up with all guests to ensure 100% satisfaction with problem resolution.
Maintains awareness of guest's profile and specific preferences, ensuring that they are acted upon for each reservation.
Ensures that VIP guests are treated personally and recognized as an individual.
Liaises with Sales, Reservations and the Business Development team to handle corporate guests.
Promotes HHonors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
Ensures a prompt and efficient departure, by settling guest's accounts as per billing and reservation instructions and ensuring that all guests folios are correct.
Inputs information into PMS regarding guests, ensuring accuracy and that all details are completed, and that the information can be clearly understood by other team member
Applies DoubleTree by Hilton brand standard in each and every action, acting as a role model and example of how the standards should be carried out in practical setting
Up to date with information on facilities, attractions, places of interest, sights and activities in and around Jakarta
Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.
Ensures that the Front Desk Supervisor and Duty Manager are kept aware and up to date of operational issues.
Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Attends daily briefings, shift handovers, meetings and reads the logbook on a daily basis.
Ensures that the daytoday functions of the front desk are completed. Including but not limited to checklist, trace reports, credit limit checks, and online back up.
Checks Registration cards, meeting and function information, billing instructions, and reservation backup to ensure that all information received is action accordingly.