Job Description

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! Long Description: You will be the first point of contact for guests, responsible for ensuring smooth check-ins, check-outs, and addressing guest inquiries throughout their stay. You play a key role in making guests feel welcome, ensuring that all their needs are met and that any issues are resolved promptly. As a Guest Service Agent - Front Desk, you’re not just ensuring a seamless check-in and check-out process – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here’s what you’ll do during a typical day:

• Deliver a warm welcome: Greet guests upon arrival and complete the check-in process, including verifying details, assigning rooms, issuing keys, and providing welcome materials or bell service assistance
• Support efficient check-out: Process guest departures by verifying charges, handling payments, issuing receipts, and using the point-of-sale system accurately
• Provide hotel and local knowledge: Demonstrate comprehensive knowledge of hotel offerings, room types, rates, promotions, and local area information to assist with guest inquiries
• Promote hotel services: Use up-selling techniques to recommend hotel amenities and maximize room and service revenue
• Delight our guests: Respond to guest requests, resolve concerns with care and urgency, and effectively manage messages and communications

As the Guest Service Agent - Front Desk, you will be responsible for performing the following tasks to the highest standards:

Profitability

• Develops an operational strategy that is aligned with the brand’s business strategy and leads its execution

• Facilitates the preparation of hotel budgets and forecasts for corporate submission and approvals

• Ensures capital expenditure funds are being used to address the priorities outlined in the service strategy.

• Ensures accurate forecasting, predicting potential highs and lows in business and initiate necessary changes, analyses variances and initiate appropriate action plans

Front Desk Operation

• To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.

• To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.

• To contribute ideas and suggestions to enhance operational/environmental procedures in the Resort.

• To actively promote the services and facilities of the Conrad Maldives Rangali Island and the Conrad Hotels and Resorts to guests and suppliers of the Resort.

• To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.

• To maintain a high standard of personal appearance and hygiene at all times by adhering to the Conrad Maldives Rangali Island Grooming Standards.

• To have a complete understanding of and adhere to the resort’s policy relating to fire, hygiene, health and safety.

• To takes direction from and carry out any requests by management in conjunction with work.

• To provide guests with friendly, efficient, accurate and polite service at all times.

• Works closely with all departments of the resort to ensure a thoroughly enjoyable experience for the guests and a profitable hotel operation

• Actively meet and greet all guests approaching/passing by Front Desk, identify their needs and assist accordingly.

• Provide guests with information on special events, private dinners, excursion, shops, internet access etc...

• Can complete all Front Office related tasks & administrative duties including, but not limited to, pre-bookings, closing daily shifts, action trace reports, compiling daily revenue and completing daily checklists.

• Check all Arrival Registration details have been obtained in line with the guidelines.

• Ensure that all departure payments obtained and cleared upon check-out and prior to guest departure.

• Fully understands the Front Desk functions, such as Check-in, Check-out, Room Moves, Rate/Reservation Changes, Cashiering, Key Card system, FCS and Reports, and is able to complete the tasks.

• Ensure that all Foreign Currency payments & Cash Paid-outs are completed in line with guidelines.

• To establish excellent rapport with guests, maintaining high level of guest relationship and satisfaction.

• Manages guest requests and ensures they are communicated to relevant departments.

• Ensures the accuracy of the customer bills, and takes appropriate actions if needed.

• Keeps records in the system, ensures that profiles and remarks are updated.

• Handle any guest complaints, taking ownership to ensure complete resolution of any shortcomings – involving team leaders and managers where necessary or when requested by the Guest.

• Report to the Supervisor/Team Leader any guest complaints in a timely manner and ensure proper recording and tracking of issues is maintained.

• To handle all Hilton Honors guests according to relevant policies, and ensure they get the appropriate recognition and benefits, and communicate with relevant departments.

• Is fully aware of all facilities in the Guest room including key card and lighting systems and can give detailed information about said facilities.

• Promote the resort’s facilities and services by engaging Guests in conversations about F&B events, excursions, Spa treatments etc...

• Proactively up-sell rooms within available room categories.

• To ensure that company credit policies are well understood and applied at all times.

• Seeks to minimise costs through correct use and handling of hotel property and equipment.

• To attend and actively participate in training sessions and monthly communication meetings

• To attend daily operations briefing with direct reports/supervisors.

• Undertake any ad-hoc projects assigned by the Management.

Operations

• To keep up-to-date with the SALT (Satisfaction and Loyalty Tracking) results and to seek to positively influence these results by following the CONRAD Brand Standards.
• Constantly strive to increase guest satisfaction through quality, creativity, range and value for money throughout the Resort in all facilities & services.

• Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and property employees and provides a return on investment.

• Champions the brand’s service vision for product and service delivery and ensuring alignment amongst the property leadership team.

• Identifies and analyses operational challenges and facilitates the development of solutions to prevent reoccurrence.

• Ensure team member feedback is followed up, dealt with appropriately, and shared with the team regularly

• Ensure appropriate actions are executed to support any improvements resulting from Safety, QA audits or Area Support Team input

• Ensure compliance with all statutory requirements and achieve Health and Safety targets and shares best practice across the organization

People

• Utilizes an “open door” policy to identify and address team member problems or concerns

• Fosters team member commitment to providing excellent service, participating in daily briefing meetings and models desired service behaviors in all interactions with guest and team members

• Commit energy and focus in being / becoming a great member for the team and providing a Great place to work (Heart of Hilton / Heart of House / Travel with Purpose) that allows team members to Thrive

• Communicates on a regular basis with departments, provides them with required formal reports and builds a cordial relationship directed towards a mutually beneficial on-going association

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality Acting with Integrity and always doing the right thing. Inspiring others through Leadership A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In addition, this role requires the following minimum qualifications:

• Minimum 2 years in a similar role within hospitality industry
• Degree or diploma in Hotel Management or equivalent
• Proficient in computer systems, MS Office Suite, Excel, Outlook, Publisher
• Previous experience in a guest service or front office role within the hospitality industry.
• Strong communication and interpersonal skills, with the ability to handle guest inquiries and complaints professionally.
• Proficiency in hotel property management systems (PMS) and general front office procedures.
• Excellent multitasking skills and the ability to remain calm and professional in a fast-paced environment.
• Proficiency in English; additional languages are a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.
• A positive attitude and a genuine passion for providing exceptional guest service.