The Hilton Philadelphia at Penn's Landing is a great place to stay during your visit to Philadelphia. Its location is unique: it's the only hotel located directly on the Delaware River Waterfront at Penn's Landing in Philadelphia's downtown. The Hilton Philadelphia at Penn's Landing's 350 well-appointed guest rooms and 24,000 square feet of meeting space offer an experience that is hard to match. The guest rooms are fitted with sleek work desks, along with 32" LCD televisions and wall-mounted, plug-n-play consoles for Wi-Fi internet access. Dark wood furnishings, leather lounge chairs, contemporary lighting and gorgeous bathrooms complete the newly renovated guest rooms, which also come with stunning city or river views.
To act as an ambassador of the hotel by providing special assistance and information about local area attractions to customers and patrons, offering a wide selection of alternatives for guest satisfaction.
Greet customers immediately with a friendly and sincere welcome. Use a clear, understandable speaking voice, exercise judgement, respond to inquiries with accurate information regarding hours of outlet operation, directions to local attractions or meeting rooms, car rentals and shuttle service, etc. according to individual needs.
Promptly answer telephone calls using positive and clear English communication. Record messages. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested. Requires continuous sitting, standing and movement throughout the hotel.
Using the telephone, verbally arrange and confirm recreation, business and dining activities both inside and outside the hotel. Promptly respond to requests for dentists, doctors, child care, florists, etc.
Distribute printed materials such as brochures of local attractions or other Hotel information, requires extending arms, bending and stooping to reach materials on display racks, in drawers or on shelves.
Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity.
Plan and implement detailed steps by using experienced judgement and discretion.
Other: Regular attendance in conformance with the standards, which may be established by Pyramid Hotel Group from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
Upon employment, all employees are required to fully comply with Pyramid Hotel Groups rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.
Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests using the message function of the computer of incoming faxes.
Use the photocopier to make copies of items as required.
Escort VIP guests to accommodations.
Handle cash, make change and balance and assigned house bank. Perform basic arithmetic functions using a calculator.
Other duties as assigned by the supervisor or manager.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using another combination of skills and abilities.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
Basic mathematical and calculator skills to prepare mathematical calculations without error, i.e., purchasing tickets for guests.
Ability to listen effectively, to speak and write English clearly.
Ability to stand and/or walk continuously while performing essential job functions.
Hearing and visual ability to observe and detect signs of emergency situations.
Education: Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.
Experience: Prior customer service experience required. Prior concierge experience or other prior hospitality experience preferred.
Licenses or certificates: No special licenses required. CPR certification and/or First Aid training preferred.
Grooming: All employees must maintain a neat, clean and well-groomed appearance (specific standards available).
Other: Applicants with additional language skills preferred
Note: This is a part-time position that requires working weekends and holidays based on business needs. Flexible scheduling availability is required.
Pyramid Hotel Group