Front Office Agent

About the Role

As a Front Office Agent at the Waldorf Astoria in Ras Al Khaimah, you will play a critical role in delivering exceptional hospitality experiences. Your responsibilities include managing guest check-ins and check-outs with grace, acting as the primary contact for regular and VIP guests, and ensuring all guest needs are met promptly to create memorable stays.

Key Responsibilities

• Welcome, guide, and assist guests entering the lobby area.
• Serve as the main point of contact for regular and VIP guests, ensuring seamless communication with hotel departments about guest requirements.
• Build and nurture positive relationships with both guests and coworkers.
• Obtain verbal guest feedback regularly and address all queries efficiently.
• Manage and promptly resolve guest complaints to maintain satisfaction.
• Deliver the True Waldorf Service promise by overseeing guest experiences before, during, and after their stay.
• Understand and promote hotel facilities and services, identifying opportunities for upselling where appropriate.
• Ensure swift problem resolution during shifts and maintain exemplary customer service standards within the reception and lobby areas.
• Respond to guest inquiries or direct them to appropriate resources for further information.
• Participate in continuous training related to computer systems, shift balancing, daily operations, and guest services.
• Handle telephone and operator duties as needed.
• Maintain accuracy and consistency in tasks, ensuring timely follow-ups and proper handovers between shifts.
• Personalize guest interactions by noting key preferences, promoting Hilton Honors membership, and customizing upsell approaches.

Supportive Duties

• Assist other hotel departments as necessary, based on management direction and staffing levels.
• Collaborate with departments such as Security, Housekeeping, Engineering, Accounting, and Food & Beverage to address operational needs.
• Report and follow up on maintenance issues in the lobby area to the Front Office Manager.
• Coordinate with Housekeeping regarding guest accommodation requirements.

Qualifications and Skills

• Demonstrated ability to interact with guests and team members using patience, tact, and diplomacy, especially when addressing concerns or complaints.
• Strong interpersonal skills aimed at maximizing guest satisfaction.
• Proficiency with mathematical concepts relevant to hotel operations.
• Competence in using moderately complex computer systems for data entry and information retrieval.
• Fluency in English for effective written and verbal communication with guests and staff.
• Capability to handle stressful situations calmly during high-demand periods.

About Hilton

Hilton is globally recognized for its outstanding workplace culture and commitment to excellence in hospitality. With a legacy of hosting over 3 billion guests worldwide, Hilton fosters an environment where team members can grow their careers and contribute to creating memorable guest experiences. The organization values continuous learning, exceptional service, and a supportive workplace that has earned numerous accolades as one of the best places to work globally.

Join Hilton to advance your career in a supportive and award-winning environment that values each team member's contribution to making every guest stay magical.