As a Front Desk Agent, you will be the face of the hotel, creating memorable first and last impressions for our guests. You will be responsible for providing exceptional customer service, managing guest arrivals and departures, promoting hotel services, supporting our Hilton Honors loyalty program, and ensuring all Front Office procedures are completed accurately and efficiently.
You will play a key role in driving guest satisfaction, maximising revenue opportunities, and ensuring Hilton's world-class standards are consistently delivered.
Guest Service Excellence
- Deliver exceptional customer service and create memorable guest experiences.
- Ensure high standards of presentation and professionalism at all times.
- Check guests in and out efficiently while adhering to brand standards and cashiering procedures.
- Resolve guest concerns using Hilton's "Make It Right" principles.
- Actively engage with guests through Kipsu and respond to enquiries in a timely manner.
- Maintain strong knowledge of hotel facilities, services, room types, and the local area.
Revenue and Commercial Focus
- Promote hotel services, facilities, and upgrades to enhance guest experiences and drive revenue.
- Identify and maximise sales and upselling opportunities using Hilton selling strategies and RevMax initiatives.
- Support the achievement of room revenue and hotel performance targets.
- Assist guests with reservation enquiries and bookings.
Hilton Honors and Guest Loyalty
- Promote Hilton Honors membership and encourage guest enrolments.
- Ensure all Hilton Honors members receive their entitled benefits.
- Educate guests on loyalty program benefits and increase participation.
- Support hotel enrolment and loyalty targets while encouraging repeat business.
Operational Excellence
- Maintain accurate guest profiles and reservation information.
- Follow company credit and cashiering policies to protect hotel revenue.
- Conduct professional shift handovers and ensure Front Office records are accurate and up to date.
- Complete Front Office correspondence within required timeframes.
- Remain proficient in both automated and manual Front Office procedures.
Teamwork and Communication
- Foster positive working relationships across all hotel departments.
- Participate in team meetings, training sessions, and ongoing professional development opportunities.
- Support a healthy, safe, and productive workplace culture.
- Contribute to a positive team environment by embracing Hilton's Blue Energy culture.
- Assist with departmental changes and continuous improvement initiatives.
Essential
- Previous experience in customer service, hospitality, hotel reception, or a similar guest-facing role.
- Outstanding communication and interpersonal skills.
- Strong problem-solving abilities with a guest-first mindset.
- Ability to work effectively in a fast-paced environment.
- Strong attention to detail and organisational skills.
- Ability to work a flexible roster, including weekends, evenings, and public holidays.
- Professional presentation and grooming standards.
Desirable
- Previous experience in a hotel Front Office environment.
- Knowledge of hotel property management systems.
- Familiarity with Hilton Honors or other hotel loyalty programs.
- Experience in sales, upselling, or achieving guest service targets.
- Knowledge of local tourism attractions and services.