Front Office Control Clerk - Hilton Waikoloa Village

Job Description

Front Office Control Clerk - Hilton Waikoloa Village

HOT0C80E

Hilton Waikoloa Village 69-425 Waikoloa Beach Drive Waikoloa 96738

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 three one-of-a-kind outdoor swimming pools. Aloha spirit service throughout every corner of our property. Join us where we know you’ll love being part of the Hilton team ranked #1 on Great Places to Work and on Fortune’s World’s Best Workplaces list.

• 1-2 years prior hotel guest services experience.
• Ability to solve problems independently.

Varied (Union role) – AM / PM. Open availability required including weekends and holidays; shifts dependent on business levels and seniority scheduling.

$24.98 – $27.75

• Organize and oversee all tour group arrivals/pre-check-in groups to ensure total group satisfaction.
• Confirm all guest specific accommodations are pre-assigned and meet daily requests for special accommodations.
• Perform pre-registration and registration processes, including inputting and retrieving information with routine difficulty from a computer system.
• Pre-block all specific accommodations and special requests at least three days prior to arrival.
• Prioritize welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Review arrivals daily and upgrade Gold and Diamond members when available.
• Complete all special service requests, monitor out-of-order rooms, and communicate expected return times to Property Operations and Housekeeping.
• Relay pertinent group information to GSA’s and maintain accurate room type availability through room planning and pre-arranging.
• Verify imprint credit cards for authorization using electronic acceptance methods, handle cash, make change, balance and assign house bank, accept and record vouchers and other forms of payment.
• Convert foreign currency at current posted rates, perform accurate arithmetic functions using a calculator.
• Post charges to guest rooms and house accounts using the computer, close tour and guest accounts at check-out, and ascertain satisfaction.
• Answer the telephone using positive and clear English, input messages into the computer, retrieve messages, and communicate content to guests.
• Retrieve mail, small packages and facsimiles for customers as requested.
• Remain calm and alert during emergencies or heavy hotel activity, resolving complications such as location changes or credit issues.
• Field guest complaints, conduct thorough research to develop effective solutions, negotiate results, and listen to extend assistance to resolve problems such as price conflicts or HVAC issues.
• Plan and implement detailed steps using experienced judgment and discretion.

• High School graduate or equivalent required.
• Four-year college degree preferred with emphasis on foreign languages.
• One to two years prior guest services experience preferred, prior hospitality experience preferred.

All team members must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained during orientation.

Additional language ability preferred.

• 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, including high levels of patience, tact, and diplomacy to defuse anger and resolve conflicts.
• Ability to stand and move throughout front office and continuously perform 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.

• Hospitality – Delivering exceptional guest experiences.
• Integrity – Doing the right thing, all the time.
• Leadership – Leading in industry and communities.
• Teamwork – Team players in everything.
• Ownership – Owning actions and decisions.
• Now – Operating with a sense of urgency and discipline.
• Quality, Productivity, Customer Focus – Core attributes.

Hilton is the leading global hospitality company spanning lodging sectors from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. Our vision to fill the earth with light and warmth of hospitality unites us to create remarkable experiences daily. Our amazing Team Members are at the heart of it all.