Job description

Position Purpose:

To act as an ambassador of the hotel by providing special assistance and information about local area attractions to customers and patrons, offering a wide selection of alternatives for guest satisfaction.

Essential Functions:

· Greet customers immediately with a friendly and sincere welcome. Use a clear, understandable speaking voice, exercise judgment, respond to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, car rentals and airline shuttle service, etc. according to individual needs. Must be knowledgeable of outside activities available to Hilton guests; aware of the different types of restaurants and quality of their food and service.

· Using the telephone, verbally arrange and confirm recreation, business and dining activities both inside and outside the hotel. Promptly respond to requests for dentists, doctors, childcare, florists, etc. Keep accurate records of these reservations and requests. Maintain tidy and clean work area.

· Distribute and order printed materials such as brochures of local attractions or other Hiltons, required extending arms, bending and stooping to reach materials on display racks, in drawers or on shelves.

· Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested. Make “Welcome” VIP calls.

· Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.

Supportive Functions:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the requirements of the hotel.

· Provide safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the customer.

· Operate facsimile machine to send, receive, and log incoming transmissions.

· Notify guests using the message function of the computer of incoming faxes.

· Use the photocopier to make copies of items as required.

· Escort VIP guests to accommodations.

· Other duties as assigned by the supervisor, such as certain Front Desk GSA or Bellmen responsibilities.

Specific Job Knowledge, Skill and Ability:

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 accommodation, using some other combination of skills and abilities.

· Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, test and diplomacy to defuse anger and collect accurate information and resolve conflicts.

· Basic mathematical and calculator skills to prepare mathematical calculations without error.

· Ability to listen effectively, to speak and write English clearly.

· Ability to access and accurately input information using a moderately complex computer system.

· Ability to stand, walk and/or sit and continuously perform essential job functions.

· Hearing and visual ability to observe and detect signs of emergency situations.

Qualification Standards:

Education:

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma required.

Experience:

Prior customer service experience required. Prior Front Desk or other prior hospitality experience preferred.

Licenses or certificates:

No special licenses required. CPR certification and/or First Aid training preferred.

Grooming:

All employees must maintain a neat, clean and well-groomed appearance (specific standards available).

Job Types: Full-time, Part-time

Pay: From $15.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Ability to commute/relocate:

• Miramar Beach, FL 32550: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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