Reception Manager

Front Desk Manager

• Complete registration process by inputting and retrieving information from computer system, confirming pertinent information including number of guests and room rates.
• Make appropriate selection of rooms based on guests' needs, code electronic keys, confirm room number and rates with written confirmation.
• Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests, ensuring guests know location of rooms containing room keys, tokens of appreciation, gifts, etc.
• Ensure rooms and services are correctly accounted for within guests' statements, properly stating services provided by hotel.
• Assist guests with check-out payments or charges, accepting and recording vouchers, credits, traveler's checks, and other forms of payment, converting foreign currency at current posted rates.
• Greet customers immediately with friendly and sincere welcome with positive and clear speaking voice, listen and understand requests, respond with appropriate actions and provide accurate information such as 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.
• Take active role in team by being kind, cooperative, and helpful, never forgetting person behind guest.
• Actively take part in training where and when required, attending formal training sessions and on-the-job training to ensure standards and develop skills and abilities.
• Contribute to 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.
• Take on active role in Executive Floor team, ensuring effective communication and work as team in order to reach goals and targets.
• Create warm and welcoming arrival for guests, ensuring that they feel expected and immediately at-home when they arrive.
• Check-in guests in accordance with their reservation details, ensuring that registration cards are completed, reservation information confirmed, Hilton Honors and Frequent Flyer numbers enquired, and method of payment is secured.
• Handle complaints promptly and efficiently, taking necessary action, and informing Duty Manager or Guest Relations Manager to follow-up where appropriate.
• Follow-up with all guests to ensure satisfaction with problem resolution.
• Maintain awareness of guests' profiles and specific preferences, ensuring that they are acted upon for each reservation.
• Ensure that VIP guests are treated personally and recognized as individual.
• Assist Guest Service Manager by blocking rooms according to guests' preferences.
• Coordinate with Amenity Butlers to arrange in-room amenity set-ups according to VIP level and for special occasions (e.g., Birthdays and Honeymoon).
• Facilitate operation of VIP gift amenity menu, by offering it to guests, and ensuring that VIPs receive their chosen amenity items.
• Liaise with Sales, Reservations, and Business Development team to handle corporate guests.
• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
• Ensure prompt and efficient departure by settling guests' accounts as per billing and reservation instructions, ensuring that all guests' folios are correct.
• Input information into Fidelio regarding guests, ensuring accuracy and that all details are completed, and information can be clearly understood by other team members.
• Apply Hilton's brand standards in each and every action, acting as role model and example of how standards should be carried out in practical setting.
• Knowledgeable of hotel's facilities and services as well as basic knowledge of Hilton International, MEAP, and other properties in China.
• Up to date with information on facilities, attractions, places of interest, sights, and activities in and around hotel.
• Effectively communicate, coordinate, and cooperate with Housekeeping, FB, Engineering, and IT.
• Report problems with hotel systems, hardware, or facilities to appropriate parties and follow-up to ensure that corrective actions have been taken.
• Pass on information effectively, ensuring that all necessary details are communicated to intended person and that any pending action is completed, and guest satisfaction is confirmed.
• Attend daily briefings, shift handovers, meetings, and read logbook on a daily basis.
• Check registration cards, meeting and function information, billing instructions, and reservation backup to ensure that all information received is acted upon.
• Ensure that Front Desk stock is managed and not wasted, maintaining costs where possible.
• Keep up to date and aware of competitors' activities in order to be informed.
• Adhere to hotel's selling strategy of demand-based pricing and maintain rate integrity by offering clear, transparent, and value-for-money rates to guests.
• Comply with Health Safety, Emergency Management, Disaster manuals, Fire procedures, and regulations.
• Be part of Fire team when and where directed.
• Adhere strictly to standard cash handling procedures, be sure to balance float and drop required amount, managing cash, credit card transactions, city ledgers, vouchers, and all other forms of payment correctly.
• Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.
• Maintain efficiency of departure by checking all guests' folios to ensure accuracy of charges.
• Maintain awareness of sales opportunities within hotel, maximizing revenue in ethical and responsible manner, ensuring that guests receive value for money and adhering to Hilton's brand standards.
• Attempt to communicate with guests in guests' native language, if applicable.
• Remain calm and alert, especially during emergency and heavy hotel activity, resolving complications such as location changes or credit issues.
• Adhere to hotel's security and emergency policies and procedures.
• Ensure that all team members have complete understanding of and adhere to hotel's team member rules and regulations.
• Familiar with and understand front desk system, assisting staff to solve problems in system.
• Carry out any other reasonable duties and responsibilities as assigned.

Skills and Qualifications:

• Excellent communication and interpersonal skills.
• Strong organizational and time management skills.
• Ability to work under pressure and prioritize tasks effectively.
• High level of flexibility and adaptability.
• Strong analytical and problem-solving skills.
• Proficient in using computerized systems and software.
• Knowledge of hotel operations and practices.
• Basic knowledge of accounting and finance principles.
• English language proficiency.
• Previous experience in hospitality industry.

Benefits:

• Competitive salary and benefits package.
• Ongoing training and development opportunities.
• Opportunities for career advancement.
• Free meals and accommodation.
• Access to employee discounts and perks.

Additional Information:

• Hotel operates 24/7, rotating shifts.
• Must be available to work weekends and public holidays.
• Flexible start and end times may be required.