Spa Receptionist
JOB DESCRIPTION
A Spa Receptionist is responsible for greeting and assisting clients to deliver an excellent Guest and Member experience while ensuring the overall experience is pleasant and their needs are met.
What will I be doing?
As a Spa Receptionist, you are responsible for greeting and assisting clients to deliver an excellent Guest and Member experience. A Spa Receptionist will also be required to manage customer feedback and be an effective sales person. Specifically, you will be responsible for performing the following tasks to the highest standards:
- Assist guests and clients in an appropriate and timely manner
- Manage customer feedback effectively to ensure issues or compliments are escalated to enable long-term improvements in products and services
- Ensure client experience is proficient including bookings, payments, and consultation cards
- Adhere to cash handling procedures
- Interact and communicate effectively with clients, members, team members, guests, and management team
- Up-sell with latest departmental incentives
- Report accidents, maintenance issues, or other incidents
- Ensure compliance with all health and safety regulations
What are we looking for?
A Spa Receptionist 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, behaviors, skills, and values that follow:
- Committed to delivering a high level of customer service
- Excellent grooming standards
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Excellent attention to detail
- High standards of cleanliness
- Ability to work in a consistently professional and helpful manner
- Previous spa experience
What is it like working for Hilton?
The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces.
We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton Team Member Travel discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!
We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of his or her role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Skills:
- Customer Service Skills
- Commitment to delivering a high level of customer service and ensuring an excellent guest experience.
- Communication Skills
- Ability to interact effectively with clients, team members, and management, facilitating clear and friendly communication.
- Attention to Detail
- Strong focus on details, ensuring accuracy in bookings, payments, and consultation cards.
- Sales Skills
- Capability to up-sell services and products, promoting the latest departmental incentives.
- Problem-Solving Skills
- Proficiency in managing customer feedback and addressing issues promptly to enhance long-term service improvements.
- Organizational Skills
- Skill in managing appointments, cash handling procedures, and maintaining a clean and orderly reception area.
Assistant Front Office Manager
JOB DESCRIPTION
An Assistant Front Office Manager assists in supervising the Front Office Team to ensure that Team Members are prepared and well-informed to deliver Guests an exceptional experience from check-in through check-out.
What will I be doing?
As Assistant Front Office Manager, you will assist in supervising the Front Office Team to ensure that Team Members are prepared and well-informed to deliver Guests an exceptional experience from check-in through check-out. An Assistant Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
- Assist the Front Office Manager to oversee the entire Front Office operation to maintain high standards
- Assist the Front Office Manager to evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
- Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand’s loyalty scheme
- Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
- Assist the Front Office Manager with setting departmental objectives, work schedules, budgets, policies, and procedures
- Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
- Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
- Maintain good communication and working relationships with all hotel departments
- Monitor staffing levels to meet cover business demands
- Conduct monthly communication meetings, in the absence of the Front Office Manager, and produce minutes
- Assist the Front Office Manager with staff performance issues in compliance with company policies and procedures
- Assist the Front Office Manager with recruiting, managing, training and developing the Front Office team
- Act in accordance with policies and procedures when working with front of house equipment and property management systems
What are we looking for?
Assistant Front Office Managers serving Hilton brands are 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:
- Previous supervisory experience in Front Office within the hotel/leisure/retail
- High level of IT proficiency
- High level of commercial awareness and sales capabilities
- Excellent leadership, interpersonal and communication skills
- Accountable and resilient
- Commitment to delivering a high level of customer service
- Ability to work under pressure
- Excellent grooming standards
- Flexibility to respond to a variety of work situations
- Ability to work on your own and as part of a team
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
Skills:
- Supervisory Skills
- Experience in supervising a Front Office team to ensure effective operations and high service standards.
- Customer Service Orientation
- Commitment to delivering exceptional service and ensuring guest satisfaction from check-in to check-out.
- Leadership Skills
- Ability to lead and motivate team members, fostering a positive and collaborative work environment.
- Communication Skills
- Strong interpersonal skills to maintain good communication with team members and other hotel departments.
- Commercial Awareness
- High level of awareness of hotel sales and marketing strategies, including up-selling techniques to maximize room occupancy.
- Problem-Solving Skills
- Ability to address and resolve issues efficiently while maintaining a focus on continuous improvement.
- Training and Development
- Capability to train and develop team members, ensuring they are knowledgeable about hotel products and services.
- Organizational Skills
- Proficiency in managing schedules, budgets, and departmental objectives while monitoring staffing levels.
Guest Relations Agent
JOB DESCRIPTION
A Guest Relations Agent is responsible for making the guest feel at home by extending a warm welcome, assisting the guests to sit and later give them a warm send off. To assist in all ways to provide the highest degree of guest satisfaction.
What will I be doing?
As a Guest Relations Agent, you are responsible for serving guests in a friendly, timely, and efficient manner to deliver an excellent Guest and Member experience. A Hostess will also be required to have extensive knowledge of menu offerings. Specifically, you will be responsible for performing the following tasks to the highest standards:
- Manage guest queries in a friendly, timely, and efficient manner
- Ensure knowledge of menu and all products
- Follow correct reporting procedures if faced with issues
- Practice Hilton Grooming standards including uniform dress code, cleanliness and personal hygiene
- Assists callers courteously and promptly, taking messages as necessary which are legible and accurate passing them on to the appropriate person without delay
- Has a good knowledge of the restaurant’s sitting arrangements
- Comply with hotel security, fire regulations and all health and safety legislation
What are we looking for?
A Guest Relations 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:
- Positive attitude
- Good communication skills (oral and Written)
- Committed to delivering high levels of customer service
- Excellent grooming standards
- Flexibility to respond to a range of different work situations
- Ability to work on your own or in teams
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Degree in relevant area
- Experience in Food and Beverage department and/or industry
- Previous experience of cash handling
- Knowledge of Food Hygiene Regulations
What will it be like to work for Hilton?
The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces.
We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton Team Member Travel discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!
We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of his or her role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Skills:
- Customer Service Orientation
- Strong commitment to delivering high levels of customer service, ensuring guests feel welcome and satisfied.
- Communication Skills
- Excellent verbal and written communication skills to manage guest queries and provide information effectively.
- Positive Attitude
- A friendly and approachable demeanor that enhances the guest experience.
- Knowledge of Menu Offerings
- Familiarity with food and beverage options to assist guests with inquiries and recommendations.
- Problem-Solving Skills
- Ability to handle issues promptly and efficiently, following the correct reporting procedures.
