Front Office Administrator

Roles and responsibilities

A Front Office Administrator is responsible for carrying out the daily administrative work of the Front Office Department to deliver an excellent guest experience while providing administrative support.

What will I be doing?

As a Front Office Administrator, you will carry out daily administrative activities of the Front Office Department with main focus of Personal Concierge’s secretarial tasks while adhering to Hilton Standards, policies and procedures and, therefore, must perform the following tasks to the highest standards:

• Provide secretarial support to the Personal Concierge and Front Office
• Carrying out the day to day administration tasks including email correspondence, preparation of amenity and VIP reports, flagging VIP guests, monitoring amenity, transportation and feedback trackers, collecting and saving golden nuggets, arranging shipment of lost and found items.
• Sending pre-arrival/post-departure emails.
• Track guest comments to prepare for monthly recognition.
• Ensure all communications are handled promptly and professionally
• Maintain adequate supplies of office stationary for the entire department
• Report defective materials and equipment
• Liaising with other departments regarding matters arising e.g. Security, Housekeeping, Engineering, Accounting, Food & Beverage etc.
• Handle administrative task for payroll, such as team member Oasys request, weekly & monthly attendance update
• Waldorf Service promise to our guests, by being the main point of contact for guests before, during and after their stay.
• Building and maintaining positive relationships with Guests and Team Members
• Maintain own work area in a clean, tidy and good manner
• Following the Personal Concierge guidelines and standards as per the hotel’s and Waldorf Astoria updates on the concept.
• Cover Personal Concierge duties in the lobby and other public areas when required
  
  

What are we looking for?

A Front Office Administrator serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Excellent verbal and written communication skills
• Excellent administration and tech savvy
• Must be proficient in Microsoft Office applications
• Prior experience in working with system is an advantage (Oasys, BirchStreet, Synergy)
• Flexibility to respond to a range of different work situations
• Committed to delivering a high level of customer service, both internally and externally
• Ability to work under pressure
• Passionate about providing luxury service in a hotel environment
• Previous administrative experience in a fast paced environment or hospitality background is an advantage.

Desired candidate profile

A Front Office Administrator serves as the face of the organization, ensuring smooth front office operations and delivering excellent customer service. Below are the essential skills for this role:

Customer Service Skills

• Professional demeanor: Greet and assist visitors, clients, and staff with a friendly attitude.
• Active listening: Understand and address inquiries or concerns promptly.
• Problem resolution: Handle complaints or issues with tact and efficiency.
• Empathy: Provide a welcoming and inclusive environment for all.

Communication Skills

• Verbal communication: Clearly convey information to visitors, clients, and team members.
• Written communication: Draft emails, memos, and other correspondence professionally.
• Telephone etiquette: Manage calls with professionalism, including taking accurate messages and transferring calls effectively.
• Multilingual abilities: Ability to communicate in multiple languages can be a plus.

Organizational and Administrative Skills

• Scheduling: Manage appointments, meetings, and calendars for executives or staff.
• Data entry: Maintain accurate records of visitors, calls, and other interactions.
• Filing and documentation: Organize and manage physical and electronic files efficiently.
• Time management: Prioritize tasks and ensure deadlines are met.

Technical Skills

• Office software: Proficiency in Microsoft Office Suite (Word, Excel, Outlook) or Google Workspace.
• Front desk systems: Familiarity with scheduling tools, CRM systems, and phone systems.
• Basic IT troubleshooting: Address minor technical issues, such as printer or computer malfunctions.