Front Office All Rounder

About Hilton Hotels

Our team members are changing the world one stay at a time. They’re engaged and recognised in many ways for showcasing their talents. Join the most well known Hotel brand in the World and you’ll have more than just a job. You’ll have a challenging and rewarding career in the hospitality industry.

About the role

Responsible for being the welcoming face of this hotel, you will be based in our Front Office team whilst completing other shifts within our Reservations, MAGIC (Communications), Concierge and Executive Lounge Departments. 

In the Front office role, you will be responsible for engaging with our guests from arrival to departure, you will welcome guests, respond to requests, inquiries, and act as a main point of contact in the hotel. In the Concierge role, you will manage guest luggage, coordinate mail and taxi services, and assist guests with your knowledge of current industry trends and local attractions. Within the MAGIC team you, you will act as the main connection between the Guest, the hotel, and the various hotel departments including deliveries of guests Amenities and requests.

Reporting to the Front Office Manager, you will work as part of a team on a rotating shift basis, and enjoy working in a fast-paced environment.

Duties/responsibilities

• Welcome guests and complete Check-in and Check-out procedures using the hotel system OnQ
• Make and adjust guest reservations
• Manage guest requests, inquiries and complaints
• Maintain current knowledge of daily VIP, hotel products, services, pricing and special promotional offers
• Maximise sales revenues through up-selling and marketing programs
• Manage guest luggage
• Park automatic and manual vehicles
• Arrange taxis and courier services
• Receive and deliver mail and messages
• Provide support to the Concierge desk
• Perform general incoming communication duties, including taking enquiries via telephone and electronic registration systems
• Deliver guest amenities and requests to rooms

Skills/experience

• Previous reception experience preferably within a hotel reception team or Hospitality field
• Fluent in the English language in order to communicate professionally with guests and team members, both in person and over the telephone
• Computer literate
• Demonstrated ability to resolve problems and conflict
• Experience in cash handling
• Ability to lift heavy objects
• Available for flexible working hours according to business needs
• Confident communication skills and positive manner
• Full Manual driving license
• A passion for providing excellent customer service
• Responsible Service of Alcohol (RSA NSW) Certification required