[Hilton] FO_Front Desk Guest Service Agent

As the Guest Service Agent, you will be responsible for performing the following tasks to the highest standards:

Promote Hilton Honours and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honours members receive personal and professional service that recognizes them as important guests and that their benefits are received.
Follow- up with all guests to ensure satisfaction with problem resolution.
Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest.
Check registration cards, meetings and functions information, billing instructions, and reservation backup to ensure that all information received is acted upon accordingly.
Up to date with information on facilities, attractions, and places of interests, sights and activities in and around the hotel.
Assist guests with check- out payments or charges, accepting and recording vouchers, credits, traveller’s checks and other forms of payment, converting foreign currency at current posted rates.
Record guests’ complaints, conducting thorough research to develop the most effective solution and negotiate results.
Ensure rooms and services are correctly accounted for within guests’ statements, properly stating services provided by the hotel.
Greet customers immediately with a friendly and sincere welcome with a positive and clear speaking voice, listen and understand requests, respond with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc.
Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis.
Check- in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honours numbers enquired about, and method of payment is secured.
Ensure that the day- to- day functions of the front desk are completed, including but not limited to checklists, trace reports, credit limit checks, and online back- ups.
Contribute 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.
Adhere strictly to standard cash handling procedures, ensuring to balance float and drop the required amount, managing cash, credit card transactions, city ledgers, vouchers and all other forms of payment correctly.
Ensure a prompt and efficient departure, by settling guests’ accounts as per billing and reservation instructions, ensuring that all guests’ folios are correct.
Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations, taking part in the fire team when and where directed.
Ensure that the Guest Service Supervisor / Duty Manager is kept aware and up to date with operational issues.
The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
Apply 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.
Carry out any other reasonable duties and responsibilities as assigned.
Remain calm and alert especially during emergency situations and heavy hotel activity.
Actively take part in training where and when required, attending formal training sessions and on the job trainings to ensure standards and develop skills and abilities.
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.
Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.
Report problems with hotel systems, hardware or facilities to the appropriate parties and follow- up to ensure that corrective action has been taken.
Maintain awareness of guests’ profile and specific preferences, ensuring that they are acted upon for each reservation.
Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Service Supervisor or Duty Manager to follow- up where appropriate.
Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, quality of dishes etc.
Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.
Make appropriate selection of rooms based on guests’ needs, code electronic keys, confirms the room number and rates with a written confirmation.
Plan and implement detailed steps by using experienced judgment and discretion.
Promptly answer the telephone and email inquiries, inputting messages into the computer and advising other team members of special guests’ needs.
Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at- home” when they arrive.
Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.
Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions.
Perform other duties as assigned by Managers.
Adhere to the company’s credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
Ensure that the front desk stock is managed and not wasted, maintaining costs where able.
Ensure that VIP guests are treated personally and recognized as an individual.
Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhering to Hilton brand standards and ensuring that guests receive value for money.
Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests, ensuring guests know the location of rooms containing room keys, tokens of our appreciation, gifts, etc., to guests.
Follow- up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.
Effectively communicate, coordinate and cooperate with Housekeeping, F&B, Engineering and IT.
Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.
Input information into Opera PMS regarding guests, ensuring accuracy and that all details are completed, and the information can be clearly understood by other team members.
Retrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other special items for customers as requested.
Keep up to date and aware of competitor activities in order to be well informed.
Attempt to communicate with guests in guests’ native language, if applicable.
Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.
Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton International, APAC, SEA and other properties in Vietnam.

A
Guest Service Agent
serving Hilton Brands is always working on behalf of our Guests and working with other Team members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

Able to work under pressure and deal with stressful situations during busy periods.
Good interpersonal skills to provide overall guest satisfaction.
Able to read, listen and communicate effectively in English, both verbally and in writing to meet business needs.
1 or 2 years of related working experience preferred.
Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Able to perform moderately complex mathematical calculations without error.
Able to access and accurately input information using a moderately complex computer system.

Cập nhật gần nhất lúc: 2026-04-03 14:35:02