Front Desk Experience

7 days ago

Bengaluru, Karnataka, India beBeeFrontDesk Full time US$ 80,000 - US$ 1,20,000
Job Title

A welcoming and seamless experience awaits as an Assistant Front Desk Manager.

About the Role

This is a key position at our hotel where you will oversee daily front desk operations, ensuring all guests have an exceptional stay. Your responsibilities will include:

  • Guest Registration: You will accurately enter guest details into the system, confirm pertinent information, and provide written confirmations.
  • Room Assignment: Select rooms based on guests' needs, code electronic keys, confirm room numbers, and ensure that the guests are aware of the location of their rooms.
  • Hilton Honors Program: Promote Hilton Honors, explaining its benefits and assisting guests with enrollment. Ensure VIP guests receive recognition and personalized service.
  • Payment Processing: Assist guests with check-out payments, including handling various forms of payment such as vouchers, credits, traveler's checks, and currency exchanges.
  • Customer Service: Greet guests with a friendly, sincere welcome, addressing their requests and providing accurate information on hotel services, outlets, and local attractions.
  • Special Requests: Handle special requests from guests and forward them to the relevant departments for execution.
  • Team Collaboration: Support the team by being cooperative and helpful, contributing new ideas to improve customer service and overall hotel performance.
  • Executive Floor Team: Work closely with the Executive Floor team to ensure effective communication and collaboration in meeting guest expectations.
  • VIP and Special Occasions: Ensure VIP guests are recognized and their preferences are noted. Work with the Amenity Butlers to arrange special in-room setups for VIPs and guests celebrating occasions (e.g., birthdays or honeymoons).
  • Corporate Guest Liaison: Coordinate with Sales, Reservations, and Business Development teams to manage corporate guests and ensure they receive the best service.
  • Complaint Resolution: Handle guest complaints promptly and efficiently, escalating issues to the Duty Manager or Guest Relations Manager when necessary.
  • Operational Tasks: Ensure the accuracy of guest information in the system, including details on reservations, billing, and special requests.
  • Communication: Maintain effective communication with departments such as Housekeeping, Food & Beverage, Engineering, and IT to resolve any issues promptly.
  • Revenue Maximization: Follow Hilton's pricing and selling strategy, ensuring transparent and value-for-money rates are offered to guests.
  • Security & Safety: Adhere to all hotel security policies and procedures, including emergency and fire safety protocols.
  • Cash Handling: Strictly adhere to cash handling procedures, ensuring the proper management of cash, credit card transactions, and other payment forms.
  • Sales Opportunities: Be aware of potential sales opportunities within the hotel and work to maximize revenue in an ethical manner while providing value for money to guests.
  • Emergency Protocols: Remain calm and alert during emergency situations or busy periods, managing any challenges effectively.

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