Front Office Control Clerk - Hilton Waikoloa Village

Hilton

26d•$25 - $28•Onsite

About The Position

Hilton Waikoloa Village is looking to hire a Front Office Control Clerk! If you have the drive and passion to provide memorable experiences for guests, this is the position for you! Hawaii Island's only 62-acre Hawaiian paradise with 3 one of a kind outdoor swimming pools. In addition, you will find the Aloha spirit service throughout every corner of our property. Join us where we know that you’ll love being a part of the Hilton team that was ranked #1 on Great Places to Work and on Fortune’s World’s Best Workplaces list! A Front Office Rooms Control Clerk is responsible for organizing and overseeing all tour group arrivals/pre-check in groups to ensure total group satisfaction. Ensures that all guest confirmed specific accommodations are pre-assigned, and all requests for special accommodations are met daily. Provides prompt and courteous service to meet Hilton’s standards of quality. Specifically, you would be responsible for performing the following tasks to the highest standards: Completes the pre-registration and registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Pre-blocks all specific accommodations and special requests at least 3 days prior to arrival. Prioritizes welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Review arrivals on a daily basis. Upgrade Gold and Diamond members when available. Review receipt setup and special requests. Complete all special services requests. Monitor out of order rooms and communicate with Property Operations and Housekeeping on their expected return for use. Relay all of the pertinent group information to the GSA’s. Maintain accurate room type available through room planning and pre-arranging. Verifies imprint credit cards for authorization using electronic acceptance methods. Handles cash, makes change and balances and assign house bank. Accepts and records vouchers, traveler’s checks and other forms of payment. Converts foreign currency at current posted rates. Performs accurate, moderately complex arithmetic functions using a calculator. Posts charges to guest rooms and house accounts using the computer. Closes tour and guest accounts at the time of check-out and ascertains satisfaction. Promptly answers the telephone using positive and clear English. Inputs messages into the computer. Retrieves messages and communicates the content to the guest. Retrieves mail, small packages and facsimiles for customers as requested. Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolves complications such as location changes or credit issues. Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiates results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Plans and implements detailed steps by using experienced judgment and discretion.

Requirements

1-2 years prior hotel guest services experience.
Ability to solve problems independently.
High School graduate or equivalent required.
Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Ability to stand and move throughout front office and continuously performing essential job functions.
Ability to read, listen and communicate effectively in English, both verbally and in writing.
Ability to access and accurately input information using a moderately complex computer system.

Nice To Haves

Prior hospitality experience preferred.
Four (4) year college degree preferred with emphasis on foreign languages.
Additional language ability preferred.

Responsibilities

Completes the pre-registration and registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate.
Pre-blocks all specific accommodations and special requests at least 3 days prior to arrival.
Prioritizes welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
Review arrivals on a daily basis.
Upgrade Gold and Diamond members when available.
Review receipt setup and special requests.
Complete all special services requests.
Monitor out of order rooms and communicate with Property Operations and Housekeeping on their expected return for use.
Relay all of the pertinent group information to the GSA’s.
Maintain accurate room type available through room planning and pre-arranging.
Verifies imprint credit cards for authorization using electronic acceptance methods.
Handles cash, makes change and balances and assign house bank.
Accepts and records vouchers, traveler’s checks and other forms of payment.
Converts foreign currency at current posted rates.
Performs accurate, moderately complex arithmetic functions using a calculator.
Posts charges to guest rooms and house accounts using the computer.
Closes tour and guest accounts at the time of check-out and ascertains satisfaction.
Promptly answers the telephone using positive and clear English.
Inputs messages into the computer.
Retrieves messages and communicates the content to the guest.
Retrieves mail, small packages and facsimiles for customers as requested.
Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolves complications such as location changes or credit issues.
Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiates results.
Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
Plans and implements detailed steps by using experienced judgment and discretion.