You will be responsible for insuring 100% satisfaction from the moment guest arrives at the hotel until they check out. Greet guests, perform all tasks as required, and accommodate all requests and needs. Lead by example, strong team leader and self-starter, with the ability to work independently as required. A strong guest satisfaction disposition is mandatory.
As a Night Auditor/Guest Services Agent with Hampton Inn by Hilton Brockville, you are required to supervise all hotel operations to ensure consistently, delivered standards and procedures as well as ensuring delivery of exceptional customer service to guests.
Hours: Shift are 10:30pm to 7am, 7am to 3pm and 3pm to 11pm.
Varies based on hotel occupancy (Weekends are Mandatory).
Competencies:
A minimum of College Diploma in Hospitality is required. Candidates without this will not be considered.
Problem solving: Identify and resolve problems in a timely manner.
Customer Service: Respond promptly to guest needs: Respond to requests for service and assistance.
Teamwork: Contributes to building a positive team spirit and brand culture of Hamptonality.
Organizational support: Follow policies and procedures including but not limited to, dress code policies.
Diversity: Show respect and sensitivity for culture differences.
Adaptability: Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality: In consistently at work on time.
Dependability: Follow instructions, respond to management direction, complete task on time or notify appropriate person with an alternate plan.
Planning/Organizing: Prioritize and plan work activities, use of efficiencies.
Professionalism: Treat others with respect and consideration regardless of their status or position.
Quality: Demonstrate accuracy and thoroughness, apply feedback to improve performance, monitor own work to ensure quality and productivity.
Safety and Security: Observe safety and security procedures; report potentially unsafe conditions, use equipment and materials properly.
Quality: Meet productivity standards, complete work in timely manner.
Initiative: Ask for and offer help when needed.
Accountabilities:
Deliver exceptional service to all our guests.
Completion of your daily tasks as required.
Maintain accurate and efficient front office operations.
Meet and exceed guest expectations by ensuring the department provides exceptional service and teamwork.
Contributing to competitive status and profitability of the hotel by monitoring trends and recommending appropriate actions to be taken.
Ensure the back office door is always closed and agent at the front desk.
Responsible for proper administration of key control for master keys, ensuring that the Company's security procedures are being followed.
Minimizing out of orders rooms and maximizing profitable revenues for the hotel. Any OOO rooms requires preapproval from Regional Operations Manager.
Adhere to Hampton Inn by Hilton brand standards and company policies.
Adhere to company’s core values and mission statement.
Responsibilities:
Maintain a positive attitude and good communication, maintain excellent grooming standards. Must be always in full uniform.
Maintain hotel policies, procedures, and confidentialities as guide lined as well as code of conduct.
Contributes to achieving the loyalty of our guests by exceeding their expectations and providing warm personal service, resolve guest concerns, handle emergencies and other challenges that may occur during the assigned shift. Implement resolutions by using discretion and judgment.
Complete the registration process with accuracy by inputting and retrieving information from the computer system and confirming pertinent information. Make appropriate selection of rooms based on guest needs, codes electronic keys and ensures appropriate payment details are held on the guest account. Directs the guest to the room and offers any other available services.
Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests. Ensure guest knows location of room.
Ensure rooms and services are correctly accounted for within the guest statement and assist guests with check out payments and charges. Accept and record vouchers, and all other forms of payment.
Demonstrate knowledge of hotel room categories, room rates, packages, promotions, and other general product knowledge necessary to perform daily duties.
Greet guests immediately with a friendly and sincere welcome using a positive and clear speaking voice, listen and understand guest requests, responds with appropriate action, and provides accurate information on hotel services.
Promptly answer the telephone and email enquiries. Input messages into the computer and advises other team members of special guest needs. Retrieve messages and communicates to the guest. Retrieve mail, packages, and facsimiles of other special items for customers as requested.
Use up-selling techniques to promote hotel services and facilities
Comply with hotel security, fire regulations and all health and safety legislation
Always demonstrate a high level of customer service
Achieves positive outcomes from guest queries in a timely and efficient manner
Handle guest complaints and comments in a professional manner and provide the follow up required to co-workers and managers.
Adhere to, apply all company policies, procedures, and standards, and establish recipe specifications within the kitchen and the hotel.
Collaborate with sales and revenue management teams by providing corporate leads, customer feedbacks and report on success and outcome of activities and projects.
Ensure daily, weekly, and monthly front office inventories in timely manner for controls and ordering.
Able to instruct, direct and take control in emergencies.
Order daily and monthly front office operating supplies
Provide daily communication to the management, department heads and supervisors.
Maintain responsibility and accountability for the hotel property and the safety of guests, team members, and have authority for the hotel operations while on duty.
Monitor all equipment operations in the hotel including front office and back-office departments. Ensure daily, weekly, and monthly preventive maintenance of all equipment is scheduled. Report any concerns immediately.
Review weekly brand standards for any updates or changes of standards.
Ensuring the safety and well-being of our guests and colleagues by maintain knowledge of crisis and emergency procedures, as well as fire panel/evacuation procedures. Ensure every team member is fully trained.
Maintain hotel policies, procedures, and confidentialities as guide lined as well as code of conduct.
Maintain health and safety standards as per Hampton Inn by Hilton Brockville.
Notify management of any unusual incident as instructed or otherwise deemed necessary regarding operation and/or safety and security oh the hotel concerns.
Since being founded in 1919, Hilton Worldwide has been a leader in the hospitality industry. Today, Hilton Worldwide remains a beacon of innovation, quality, and success. This continued leadership is the result of our team members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
Hospitality - We are passionate about delivering exceptional guest experiences.
Integrity - We do the right thing, all the time.
Leadership - We are leaders in our industry and in our communities.
Teamwork - We are team players in everything we do.
Ownership - We are the owners of our actions and decisions.
Now - We operate with a sense of urgency and discipline.
In addition, we look for the demonstration of the following key attributes in our team leaders:
· Customer focus
· Living the values
· Leadership
· Collaboration
· Judgment
· Results focused
Job Types: Full-time, Permanent
Pay: From $17.60 per hour
Benefits:
- Dental care
- Extended health care
Work Location: In person
