Front Office Agent

Position Summary:

1. Ensure Hilton Brand Service standards are consistently practiced.
2. To perform check-in/ check-out all guests, Groups & Tours to the Hotel in an efficient and welcoming manner, ensuring an outstanding first impression and meeting all brand standards.
3. To be familiar with all facilities, functions and special events in the Hotel on a daily basis, assisting guests with any inquiries.
4. To be aware of all services which Hilton Kota Kinabalu offers, inclusive of recreational, food and beverage, guest services, special events and promotions.
5. To be aware of top corporate and VIP clients of the Hotel, recognizing and welcoming them by name upon their return visits to the Hotel.
6. To take a personal interest in all guests for the duration of their stay, ensuring their expectations of Hilton Kota Kinabalu are exceeded.
7. To be fully conversant with Hotel room types and availability, assisting all guests with reservation inquiries and bookings.
8. To provide guests services such as currency exchange, safety deposit box facilities and cash advances where authorized.
9. To check out all guests, Groups & Tours from the Hotel in an efficient and timely manner, ensuring correct cashiering procedures are followed and all charges are posted appropriately.
10. To be respectful of our guest’s privacy, ensuring their every request in this regard is strictly adhered to and their details remain confidential.
11. To be familiar with internal hotel procedures, inclusive of housekeeping, lost and found, food and beverage, internal and external communications, fire and emergency.
12. To be fully conversant with and operate the Hotel’s communication systems.
13. To be fully conversant with manual Reception procedures to be used in the event of the Hotel’s computer systems being off-line.
14. To be fully conversant with and operate guest reservation systems.
15. To be fully conversant with the Hotel Emergency and Evacuation procedures.
16. This position includes night shift work as well as early and late shifts on a rotating basis.
17. Maintain a high standard of personal appearances, grooming and hygiene in accordance with the hotel policy.
18. To actively promote the benefits of Hilton Honors and Diamond Club to all guests and patrons of the Hotel, adopting a sales attitude.
19. Have a thorough knowledge of all credit procedures and ensure that these procedures are adhered to.
20. Must know all hotel products and services and actively recommend to our guests.
21. Ensure that there is a thorough hand over at the completion of each shift.
22. Live BLUE ENERGY! Your contribution to creating team environment.
23. Team Member is NOT permitted to use personal mobile phone during shift.
24. Any other duties and tasks deemed fit or on ad hoc basis depending on operation’s needs.