Description:
Provide guidance and leadership of the Hotel Front desk to
ensure consistent quality of customer service is provided to all
guest in accordance with Hilton standards.
1. Assign and instruct Guest Service Agents, Operators, Bell
attendants in details of work and monitor lobby traffic to make
staffing adjustments.
2. Supervise front desk operations by completing checklist of
important daily tasks and determining room and rate
availability.
3. Resolve customer complaints by conducting thorough research of
situation and the most effective resolutions.
4. Prepare and conduct daily pre-shift meetings, communicate
effectively with all staff and provide them with any information
necessary to provide guest service in accordance with Hilton
standards.
5. Monitor performance of staff with performance evaluations and
make recommendations for training when inconsistencies develop at
the Front Desk.
6. May perform the duties of Front Desk Clerk when needed.
7. Performs other job-related duties as assigned.
Shift: Flexible (Morning, Evening, Weekends and
Holidays)
Overview
At Hilton University of Houston, we are passionate about nurturing
the next generation of hospitality professionals. In partnership
with the University of Houston’s renowned Conrad N. Hilton Global
Hospitality Leadership Program, this role offers students an
exceptional opportunity to gain hands-on experience in a dynamic,
real-world setting. As a Front Desk Agent, you will serve as the
face of our operation; welcoming guests, ensuring smooth check-ins
and check-outs, and applying classroom knowledge to deliver a
superior guest experience that embodies the spirit and culture of
both Hilton and the University of Houston.
Key Responsibilities
· Achieve positive outcomes from Guest queries in a timely and
efficient manner
· Ensure an efficient reception experience for Guests, including
check in/out, and complete audit procedures, as required
· Ensure that both the Front Office Manager and Front Office
Supervisors are kept fully aware of any relevant feedback from
guests and, or, other departments
· Demonstrate a high level of customer service at all times
· Attend appropriate training courses, when required, and assist
with the Night Team's training and development efforts
· Demonstrate a knowledge of hotel room categories, room rates,
packages, promotions and other general product knowledge necessary
to perform daily duties
· Maximize room occupancy and use up-selling techniques to promote
hotel services and facilities
· Use the correct procedures regarding the acceptance of foreign
currencies, credit cards and cash in accordance with the hotel
credit policy
· Comply with hotel security, fire regulations and all health and
safety legislation
· Act in accordance with policies and procedures when working with
front of house equipment and property management systems
· Follow company brand standards
· Assist other departments, as necessary
MQ: Requires a basic knowledge of grammar, spelling, punctuation
and simple mathematical functions like percentages, ratios, etc. as
might normally be acquired through attainment of a high school
diploma or GED. Requires a minimum of one (3) year of directly
job-related experience
All positions at the University of Houston-System are security sensitive and will require a criminal history check.
The University of Houston System and its universities are Equal Opportunity Institutions. Everyone is encouraged to apply.
