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Hilton Waikoloa Village · 1 day ago

Front Office Control Clerk - Hilton Waikoloa Village

Waikoloa, HI

Full-time

Onsite

Entry Level

$24.98/hr - $27.75/hr

1+ years exp

Hilton Waikoloa Village is looking to hire a Front Office Control Clerk to provide memorable experiences for guests. The role involves organizing and overseeing tour group arrivals, ensuring guest accommodations are met, and providing prompt service in line with Hilton's quality standards.

Food and BeverageHospitality

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

Qualification

Guest services experienceComputer proficiencyMathematical calculationsProblem-solvingCommunication skillsDependabilityTeamworkCustomer focusAdaptability

Required

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