Job Description

Hilton Malta is recruiting for a Customer Sales Agent (Receptionist) on Part-Time basis, within the Front Office Department.

As the first and last point of contact for our guests, the Customer Sales Agent plays a vital role in creating exceptional and memorable experiences while reflecting Hilton's commitment to hospitality excellence. The successful candidate will demonstrate professionalism, attention to detail, and a genuine passion for delivering outstanding guest service.

The position will assist in the following:

1. Deliver a warm, professional, and personalized welcome to all guests, ensuring an exceptional arrival and departure experience.
2. Perform efficient check-in and check-out procedures in accordance with Hilton brand standards and operational procedures.
3. Build positive relationships with guests by anticipating needs and exceeding expectations throughout their stay.
4. Promote hotel facilities, services, room categories, dining outlets, and special offers to maximize guest satisfaction and revenue opportunities.
5. Handle guest enquiries, requests, and concerns promptly, professionally, and effectively.
6. Resolve guest complaints with empathy and efficiency, ensuring a positive outcome and recovery of the guest experience.
7. Maintain accurate guest profiles, reservation details, billing information, and cashiering records.
8. Coordinate closely with Housekeeping, Engineering, Reservations, Food & Beverage, and other departments to ensure seamless service delivery.
9. Ensure all guest interactions comply with Hilton's service standards, policies, and procedures.
10. Support the Front Office operation in achieving departmental objectives, guest satisfaction targets, and revenue goals.
11. Maintain a professional appearance and represent the Hilton brand with integrity at all times.
12. Contribute positively to a collaborative team environment and support colleagues when required.

The ideal candidate will possess:

• A genuine passion for hospitality and exceptional customer service.
• Excellent communication and interpersonal skills.
• A positive, energetic, and professional attitude.
• Strong problem-solving abilities and attention to detail.
• The ability to remain calm and professional in a fast-paced environment.
• Strong organizational and multitasking skills.
• Confidence in handling guest interactions and resolving challenging situations.
• Proficiency in Microsoft Office applications and hotel management systems.
• Minimum one year of experience in a Front Office, Guest Relations, or customer-facing role, preferably within a five-star hotel environment.
• Excellent command of spoken and written English.
• Flexibility to work shifts, including nights, weekends, and public holidays.
• Eligibility to work in Malta.

The following will be considered an asset:

• ITS qualification or equivalent certification in Hospitality Management.
• Previous experience with Opera Cloud or Opera PMS.
• Knowledge of Maltese.
• Additional languages, particularly Italian, French, German, Russian, or Spanish.