Front Office Internship

Hilton Mallorca
14 Aug 2018

Front Office Internship, Hilton Mallorca

As a Trainee in the Front Office department you contribute to the first impressions of our Guests and, therefore, you will learn how to perform the following tasks to the highest standards: 

  • Achieve positive outcomes from guest queries in a timely and efficient manner.
  • Offer our guests a friendly and efficient service at all times, taking into account of the established service standards and management guidelines.
  • Offer concierge service by recommending guests any kind of sight-seeing activities and restaurant, night-life and shopping possibilities. 
  • Ensure that the Front Office Manager, Assistant Front Office Manager and FO Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments.
  • Empower yourself to handle complaints according to the guidelines.
  • Be knowledgeable of the standards to put them into practice in the daily work, thus actively pursuing the hotels objectives.
  • Prepare and attend group arrivals.
  • Ensure all VIP room standards are met and amenities are in place before arrival. Escort VIP Guests to accommodations.
  • Carry out administrative tasks like the control of invoices.
  • 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.
  • Liaise with other departments regarding matters arising: e.g. Housekeeping, Engineering, Accounting, F&B, etc
  • Demonstrate 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.
  • Assist other departments, as necessary.
  • Attend Front Office meetings.
  • Carry out shift handovers and brief team members as required.
  • Assist in room assignments.
  • Assist in the planning of work schedules.
  • Assist in a Manager on Duty shift.
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