Receptionist

Roles and responsibilities

As Receptionist, you will provide reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Receptionist contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Achieve positive outcomes from Guest queries in a timely and efficient manner
• Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
• Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments
• Demonstrate a high level of customer service at all times
• Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
• Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Follow company brand standards
• Assist other departments, as necessary
  
  

What are we looking for?

Receptionists 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:

• Previous experience in a customer-focused industry
• Completed high school certificate or equivalent
• Positive attitude and good communication skills
• Commitment to delivering a high level of customer service
• Excellent grooming standards
• Ability to work on your own and as part of a team
• Competent level of IT proficiency
  

Desired candidate profile

A Receptionist serves as the first point of contact for clients, visitors, and staff, ensuring smooth front desk operations while maintaining a professional image. Below are the key skills for this role:

Customer Service Skills

• Professional demeanor: Greet visitors with warmth and a welcoming attitude.
• Active listening: Understand and respond to visitor or client inquiries effectively.
• Problem resolution: Handle complaints or concerns diplomatically and efficiently.
• Empathy: Provide a courteous and accommodating environment for all visitors.

Communication Skills

• Verbal communication: Convey information clearly and confidently over the phone or in person.
• Written communication: Draft professional emails, letters, and memos as needed.
• Telephone etiquette: Answer calls politely, take accurate messages, and direct calls appropriately.
• Multilingual skills: Ability to communicate in more than one language is a valuable asset.

Organizational and Administrative Skills

• Scheduling: Manage appointments, meetings, and calendars for team members.
• Data entry: Maintain accurate records of visitor logs, calls, and correspondence.
• Filing systems: Organize and retrieve documents in both physical and digital formats.
• Time management: Prioritize tasks and ensure front desk operations run smoothly.

Technical Skills

• Office software proficiency: Knowledge of Microsoft Office Suite (Word, Excel, Outlook) or Google Workspace.
• CRM and booking tools: Familiarity with customer relationship management systems or scheduling software.
• Basic IT troubleshooting: Resolve minor issues with printers, phones, or other office equipment.

Attention to Detail

• Accuracy: Ensure error-free data entry and documentation.
• Observation: Notice visitor or client needs and address them proactively.
• Compliance: Follow company policies, confidentiality protocols, and security procedures.