Principle Responsibilities & Position Purpose:
Escorts arriving and departing guests in a friendly, courteous manner to and from their accommodations, transporting their luggage. Acquaints each guest with room and features. To facilitate a memorable guest experience from arrival, during the stay, and to adhere to Hilton Brand Standards.
Retrieves guests items from cars , busses , vans and carts lifts ,carries and loads luggage and packages onto a bell cat to transport items throughout hotel to designated room navigates bell cart through public areas , guest room corridors and to elevators .
Escorts customers to accommodations, visually inspects room and telephone and deficiencies such as towels to housekeeping immediately. Points out room features and directory for reference.
Listens and responds to guest inquires using a positive, clear speaking voice. Answers questions and offers assistance giving accurate information regarding outlet hours, other hotel service, directions to local attractions or function rooms, car rentals, air line shuttle service, etc.
Organizes and store luggage as necessary in a designate area.
Greets customers immediately with a friendly and sincere welcome. Remain calm and attentive, especially during heavy hotel activity and emergencies.
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by management based upon the particular requirements of the company.
Takes an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.
Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities.
Contributes to the 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.
Takes an active role in the front desk and concierge team, ensuring effective communication and working as a team in order to reach goals and targets.
Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
Ensures that all guests are greeted at the door.
Handles complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Service Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
Ensures that VIP guests are treated personally and recognized as an individual.
Promotes HHonors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
Ensures a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested, or offered assistance when in the lobby. Also to ensure that all guests are offered to make arrangements for transportation and that they are invited back and farewell.
Handles and stores guests’ luggage in a safe and secure, organized and systemized way.
Responsible for ensuring that the lobby appearance is neat and tidy, and that public areas are called when necessary. Responsible for ensuring that hotel material and information is stocked and available for guests.
Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China.
Is up to date with information on facilities, attractions, and places of interest, sights and activities in and around hotel.
Handles and delivers messages, receives and distributes packages, and the daily post and correspondence of both guests and the hotel
Applies Hilton Brand Standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.
Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.
Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and .IT
Ensures that the Chief Concierge is kept aware and up to date of operational issues.
Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis.
Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Takes part in the fire team when and where directed.
Adheres strictly to standard cash handling procedures, ensuring to balance float and drop the required amount. Manages cash, credit card, city ledger, voucher and all other forms of payment correctly.
Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Hilton Brand Standards.
To undertake any other reasonable task or request as directed by the management.
The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
Picks up and delivers guest laundry to and from guest room in timely, accurate manner. Delivers morning newspapers, Zipout checkout packets, mail, packages faxes etc. To specific guest room.
Cleans and polishes carts and other equipment used in the department.
Answers the bell desk phone and provides information as needed.
Reads and matches luggage tags, writes claim tickets and detaches portion to give to desk.
Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.
Specific Job Knowledge, Skill and Ability:
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
Ability to understand and follow written or verbal instructions
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience tact and diplomacy to defuse anger and collect accurate information.
Ability to read English language sufficient to ascertain information from luggage tags and claim checks to write numbers and names on claim checks and rooming lists.
Ability to grasp, lift and carry or otherwise move packages, boxes and luggage up to 100lbs. continuously throughout shift.
Ability to stand, walk and sit and continuously perform essential job functions.
Sufficient manual dexterity in one hand to be able to load and unload luggage