Job Details
Job Title: Front Office Associate - Conrad Bengaluru
Job Number: HOT0CAZV
Work Locations
Conrad Bengaluru, 25/3, Kensington Rd, Halasuru, Someshwarpura Bengaluru 560008
About Hilton
With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. Hilton brands include Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and more.
If you appreciate the impact global travel can have on the world, you may be the person we are looking for to work as a Hilton Team Member. Hilton aims to delight our guests, Team Members, and owners alike.
Role Overview
The Front Office Associate greets and registers guests, providing prompt and courteous service. They check guests in and out, resolve guest challenges during their stay, upgrade guests as required, and promote the hotel’s services.
What will I be doing?
* 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 room selections based on guests’ needs, code electronic keys, confirm the room number and rates with written confirmation.
* Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests, ensuring guests know locations of rooms, keys, and related amenities.
* Ensure rooms and services are correctly accounted for within guests’ statements and clearly state services provided by the hotel.
* Assist guests with check-out payments or charges, accepting and recording vouchers, traveler's checks and other forms of payment, and convert foreign currency at current posted rates.
* Greet guests with a friendly and sincere welcome, listen and understand requests, respond with appropriate actions and provide accurate information on hours, VIP programs, events, etc.
* Receive special requests from guests and respond appropriately or forward requests to the appropriate team members.
* Answer telephone and email inquiries promptly, input messages, and advise team members of special guests’ needs.
* Retrieve messages, mail, packages and facsimiles, and other items for guests as requested.
* Record guests’ complaints and conduct thorough research to develop effective solutions.
* Resolve problems such as price conflicts, heating/air conditioning issues, or quality of dishes, remaining calm and alert during emergencies and heavy hotel activity.
* Plan and implement detailed steps using judgment and discretion; work cooperatively as a team.
* Participate in training to ensure standards and develop skills; share ideas for improvements to provide quality service.
* Communicate effectively with Sales, Reservations and Commercial teams to handle corporate guests; upsell rooms to higher categories where appropriate.
* Promote Hilton Honors and its benefits to guests who are not enrolled; ensure benefits are received by enrolled guests.
* Input information into OnQ accurately so details are clear to team members.
* Adhere to Hilton brand standards and maintain knowledge of hotel facilities and local attractions.
* Coordinate with Housekeeping, F&B, Engineering and IT; report system or facility issues and follow up on corrective actions.
* Attend daily briefings and ensure day-to-day front desk functions are completed (checklists, trace reports, credit checks, online backups).
* Maintain front desk stock, manage costs, and stay aware of competitor activities.
* Adhere to demand-based pricing and provide transparent value to guests; comply with health and safety procedures and fire regulations.
* Handle cash, credit card transactions, city ledgers, vouchers and other payments correctly and ensure safe deposit boxes for guests’ valuables.
* Follow up on outstanding accounts to secure payment for upcoming reservations and ensure accurate departure folios.
* Upsell rooms to maximize revenue and explore sales opportunities ethically while maintaining brand standards.
* Communicate with guests in their native language when possible and perform other reasonable duties as assigned.
What are we looking for?
A Front Office Associate represents Hilton Brands on behalf of our guests and works with other team members. To succeed in this role, you should demonstrate:
* Able to perform moderately complex mathematical calculations without error.
* Able to read, listen and communicate effectively in English, both verbally and in writing.
* Able to input information accurately using a moderately complex computer system.
* Able to handle internal and external customers with patience, tact and diplomacy; resolve conflicts.
* Good interpersonal skills to provide guest satisfaction.
* Able to work under pressure and during busy periods.
* 1–2 years of related experience preferred.
What will it be like to work for Hilton?
Hilton is a leading global hospitality company offering a range of brands and experiences. Our team is dedicated to providing exceptional guest experiences around the world.
Schedule
Full-time
Brand
Conrad Hotels & Resorts
Job
Guest Services, Operations, and Front Office
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