Front Desk Agent Waldorf Astoria Maldives Ithaafushi

Job description

Waldorf Astoria Hotels & Resorts is Hilton’s luxury brand of iconic hotels committed to personal service and culinary excellence in landmark locations around the world.

Each property delivers unforgettable experiences and offers a strong sense of arrival with impressive public spaces worthy of hosting history.

Guests can expect True Waldorf Service from the moment they book their stay to the moment they check out.

If you appreciate the impact of global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member.

Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

A Front Desk Agent for Waldorf Astoria Maldives is responsible for providing prompt and courteous service to the guests.

Perform basic operational tasks like check-in & check-out.

Resolves guest challenges throughout their stay at the hotel.

Promotes hotel services, and amenities and upsells products to the guests.

Taking account of the established service standards and Management guidelines.

Engage in guest interactions whenever possible & gather guest preferences & feedback.

**What will I be doing?**

A Front Desk Agent for Waldorf Astoria Maldives will be responsible for creating and ensuring all guests’ needs which will lead to a unique and memorable stay and experience for the guests.

Specifically, as a Front Desk Agent for Waldorf Astoria Maldives you will perform the following tasks to the highest standards:

+ Works closely with all departments of the resort to ensure a thoroughly enjoyable experience for the guests and a profitable hotel operation.
+ Effectively communicates with other Team Members including those from concessionaires and third parties.
+ Meet and greet arriving guests, which includes escorting guests to their villa and explanation of all Villa and Resort facilities.
+ Provide guests with information on special events, private dinners, excursions, shops, internet access, etc.
+ Complete all Front Office related tasks & administrative duties including, but not limited to, pre-bookings, closing daily shifts, printing arrival letters, preparing guest’s birthdays/anniversary surprises, action trace reports, compiling daily revenue, and completing daily checklists.
+ Check all Arrival Registration details have been obtained in line with the guidelines.
+ Ensure that all departure payments are obtained and cleared in a timely manner.
+ Ensure that all Foreign Exchanges & Cash Paid outs are completed in line with guidelines
+ To establish excellent rapport with guests, maintaining a high level of guest relationship and satisfaction.

Meeting all guests and doing at least two quality checks per stay is a minimum requirement.
+ Constantly strive to increase guest satisfaction through quality, creativity, range, and value for money throughout the Resort in all facilities & services.
+ Ensures the accuracy of the customer bills, and takes appropriate actions if needed.
+ Keeps records in the system, and ensures that profiles and remarks are updated.
+ Handle any guest complaints, taking ownership to ensure complete resolution of any shortcomings – involving
+ team leaders and managers where necessary or when requested by the Guest.
+ Report to Guest Relations Manager any Guest complaints in a timely manner and ensure proper recording and tracking of issues is maintained.
+ To handle all Hilton Honors guests according to relevant policies, and ensure they get the appropriate recognition and benefits, and communicate with relevant departments.
+ Is fully aware of all facilities in the Guest villa including key card and lighting operations and can give detailed information
+ about said facilities.
+ Promote the resort’s facilities and services by engaging Guests in conversations about F&B events, excursions,
+ Spa treatments etc.
+ Proactively up-sell rooms within available room categories.
+ To ensure that company credit policies are well understood and applied at all times.
+ Seeks to minimize costs through correct use and handling of hotel property and equipment.
+ Fully aware of the objectives of the property specifically departmental business objectives and targets.
+ To keep excellent relationships with the team, peers, and all other colleagues of the Resort.
+ To report training needs and all relevant matters to the supervisor/manager.
+ To attend and actively participate in training sessions and monthly communication meetings
+ To attend daily operations briefings with direct reports/supervisors.
+ Enhance and encourage Team Member motivation by leading by example at all times.
+ Any other tasks as requested by our guests, supervisor, or Management of the resort

** What are we looking for?**

A Front Desk Agent serving Waldorf Astoria Maldives is always working to create and ensure a great stay and experience for our Guests.

To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

Experience

+ Minimum 1-2 years’ experience in the same or similar role, experience in Guest relations, or guest experience role in a Luxury Resort.
+ Knowledgeable of multicultural service protocols and standards.
+ Strong ability to operate and successfully arbitrate in a complex international and multicultural environment.
+ Excellent guest relations and problem-solving skills.
+ Good planning and execution skills with the ability to be persistent while focusing on detailed elements of tasks.
+ Excellent time management, organizational, communication, and motivational skills.
+ Have impeccable follow-through.

Competences

+ Candidate must have a good command of spoken and written English.

Fluency in another language is an advantage.
+ Pays attention to detail and have strong customer service skills.
+ Mature, meticulous, resourceful, organized, and able to work independently.
+ Have impeccable follow-through and a “Can Do” attitude and mindset.

**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 (http://jobs.hiltonworldwide.com/our-brands/index.php) .

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!

**Job:** _Guest Services, Operations, and Front Office_

**Title:** _Front Desk Agent - Waldorf Astoria Maldives Ithaafushi_

**Location:** _null_

**Requisition ID:** _HOT0BV32_

**EOE/AA/Disabled/Veterans**

Required Skill Profession

Other General