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.