Front Office Associate Job in Hyderabad at Hilton

Hilton is hiring for the role of Front Office Associate!

Responsibilities of the Candidate:

• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.  
• Make appropriate selection of rooms based on guests’ needs, code electronic keys, confirms the room number and rates with a written confirmation. 
• Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests, ensuring guests know the location of rooms containing room keys, tokens of our appreciation, gifts, etc., to guests. 
• Ensure rooms and services are correctly accounted for within guests’ statements, properly stating services provided by the hotel.  
• Assist guests with check-out payments or charges, accepting and recording vouchers, credits, traveller’s checks and other forms of payment, converting foreign currency at current posted rates.  
• Greet customers immediately with a friendly and sincere welcome with a positive and clear speaking voice, listen and understand requests, respond with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc. 
• Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions. 
• Promptly answer the telephone and email inquiries, inputting messages into the computer and advising other team members of special guests’ needs.  
• Retrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other special items for customers as requested.  
• Record guests’ complaints, conducting thorough research to develop the most effective solution and negotiate results. 
• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, quality of dishes etc.  
• Remain calm and alert especially during emergency situations and heavy hotel activity.  
• Plan and implement detailed steps by using experienced judgment and discretion. 

Requirements:

• Able to perform moderately complex mathematical calculations without error.  
• Able to read, listen and communicate effectively in English, both verbally and in writing to meet business needs. 
• Able to access and accurately input information using a moderately complex computer system. 
• Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts. 
• Good interpersonal skills to provide overall guest satisfaction. 
• Able to work under pressure and deal with stressful situations during busy periods. 
• 1 or 2 years of related working experience preferred.