Do you like to meet people from all over the world and make people's day? You should consider a guest services role like this!

Perks

FREE PARKING, FREE LUNCH, Affordable Medical, Dental, & Vision, 401(k) Contribution & Match, Hilton Team Member Travel Perks Domestic & International thru Hilton Honors Program!

POSITION PURPOSE:

Ensure a high level of service, while performing check-in/out functions, processing payments, or providing hotel guests with hotel information or tourist information while maintaining the Hilton Columbus' standard of quality. Answer internal and external telephone calls in a friendly, courteous, and professional manner. Actively coordinate communications within the hotel including emergency procedures, alarms, and life safety, acting as a liaison to all appropriate local emergency services.

ESSENTIAL FUNCTIONS:

• Perform guest check-in services in a courteous and efficient manner as set forth by Hilton Columbus Standards: to include greeting guest with a smile, confirming reservation and rate, assigning room and key card, obtaining method of payment, communicating hotel services and amenities, and finally wishing guest a pleasant stay. Perform check-out services in a courteous and efficient manner: to include inquiring about their stay, making any necessary adjustments, collecting payment or verifying direct billing, collecting the room key, obtaining bell service for luggage assistance, and finally wishing guests a warm “farewell.” Maintaining, teaching, coaching of mystery shop standards.
• Complete shift check list to include all reports mentioned therein. Maintain continuity /communication between shifts. Ensure distribution of messages, mail, and faxes to guests. Complete reservations for guests that include, but are not limited to: airline reservations, theatre, sports, overnight shipping etc. while always promoting our hotel first.
• Recognize guests with a friendly greeting. Anticipate guests’ complaints, develop the most effective solution, and handle guests’ concerns immediately and confidently. Follow the 15-5 Rule, and use of guests name.
• Use HOTSOS to expedite guest requests. Use Kipsu to maximize guest experience at check in and during stay.
• Follow proper cash handling procedures as outlined in the Hilton Columbus Standards. Responsible for all moneys issued by accounting.
• Monitor and maintain systems for room inventory control to ensure maximum occupancy and room rates while preserving good relations with the hotel guests. Up sell hotel services to maximize revenue whenever possible.
• Ensure all displays are in proper place and fully stocked. Ensure there are enough informational brochures on hand in the main lobby. Check cleanliness and supply level of business center and assist guest with their needs and requests.
• Manage dry cleaning by receiving paperwork from vendor. Charging correct amount and having paperwork end up in night audit box. Handle any complications that surface between guest and vendor.
• Ensure confidentiality, security and safety of hotel guests regarding Front Desk communications at all times.
• Answer in-coming (from outside the hotel) calls using the provided script in a friendly and professional manner. Respond by relaying guest calls to the requested extension by using appropriate security procedures, or by providing requested information. All in-coming calls to be answered and faxes delivered within the set time limit as per the Hilton standards.
• Answer in-house calls by using the provided script in a friendly and professional manner. Record guest special requests on daily log. Relay requests to the appropriate department and complete a follow up call according to the guidelines set in the Hilton Columbus standards.
• Transcribe complete messages and repeat information to verify accuracy or offer to transfer the guest to the appropriate voice mail. Input and retrieve messages as requested. Read and verbally recite exact message for the guest.
• Briefly answer basic inquiries, e.g. time, extension numbers, outlet hours, etc.
• Act as dispatcher for security, guest services, and property operations team members. Provide timely information via HOTSOS to team members in response to emergencies and guest requests such as housekeeping and maintenance problems. Coordinate runs to the airport by the shuttle.
• Record wake-up call requests and enter into the telephone system. Ensure no calls are missed.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination supportive functions, with the percentage of time performing each function to be solely determined by the Front Office Manager, Director of Operations, and the General Manger based upon the particular requirements of the Hotel.

Other:

Regular attendance in conformance with the standards, which may be established by the hotel from time to time, is essential to the successful performance of this position. Team Members with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, Team Members may be required to work varying schedules to reflect the business needs of the hotel.

Upon employment, all Team Members are required to fully comply with the hotel rules and regulations for the safe and efficient operation of hotel facilities set forth by the Hilton Columbus at Easton, Olshan Properties and Hilton hotels. Team Members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

• 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 accommodations, using some other combination of skills and abilities.
• Possess the ability to dress in a professional manner.
• Maintains pleasant and professional communication skills weather interacting with
• hotel clientele and team members.
• Ability to learn and understand a complex telephone system.
• Ability to learn and understand basic computer skills & possess considerable
• Internet knowledge.
• Ability to react quickly/decisively to emergencies and requests.
• Ability to concentrate in high volume high pressure area.
• Ability to stand, walk and sit for extended periods of time.
• Ability to perform duties in a closed and confined space and at times may be hot and noisy.
• Ability to perform tasks requiring bending, stooping, kneeling and have the ability to lift 50 lbs.
• Ability to communicate in English telephonically, over a hand held radio, and face-to-face clearly.
• Possess considerable mathematical skills (addition, subtraction, multiplication, division) to maintain guest charges, handle adjustments, etc.
• Possess considerable ability to listen effectively.
• Knowledge of local tourist and trade attractions. Ability to make reservations: restaurant, airline, train, room, rental car, etc.
• Visual ability to read manufacturer’s instructions, correspondence, etc.
• Ability to read, write, and comprehend English.
• Detail oriented work habits and ability to accomplish goals in a timely manner.
• Ability to become OnQ certified.
• Ability to become First Aid and CPR certified.
• Ability to remain calm in emergency situations and to effectively deal with the internal and external guests, some of whom require patience, tact and diplomacy to defuse anger, collect accurate information, and solve guest concerns.
• Ability to work under time constraints and deadlines, must be productive in quantity and quality of work.
• Ability to use finger/hand movements for extended periods of time. Finger and hand dexterity to manipulate switches, writing instruments, a computer keyboard, etc.
• Possess knowledge of the Columbus area, Easton and Ohio in order to give directions, etc. to guests.
• Protect employer’s privacy and data: keep passwords safe.