M A S T E R I N G T H E A RT O F H O S P I T A L I T Y

F RO N T D E S K S E RV I C E
JOB SKILLS HANDBOOK
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Welcome!
At Hilton, we pride ourselves on providing our guests with
warm and caring service that meets their every need and
exceeds their expectations - from the moment they contact
Reservations until they check out. That’s why the work you
do in your hotel’s Front Office and at the Front Desk is
crucial to maintaining our brand’s reputation.

If you follow the standards and procedures in this handbook,

you’ll be delivering the kind of service that defines the Hilton
brand: service that’s consistent, hassle-free, personalized and
inspirational. Or, as we like to say: the best service in the world!

Hilton Building Blocks of Service

Helping you be at your best all around the world 24/7

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 PREPARING FOR YOUR SHIFT

•  Make certain that your grooming and attire meet your hotel’s standards

•  Look your best and wear your nametag

•  Check the Communications Board for any notices that could have an impact on
your day’s work flow

FRONT OFFICE CRM PRE-ARRIVAL STANDARDS

•  Know & comply with pre-arrival/check-in CRM Standards

Before your shift starts, make certain
that your grooming and attire meet hotel •  Learn and use all pre-arrival CRM tools
standards.
•  Print CRM Arrivals Report daily - ensure pre-arrival amenities are provided

•  For hotels without OnQ PM

»» Print CRM Best Guest / VIP Arrivals report on appropriate terminal
»» Manually note welcome message, upgrade, etc., in “comments” field

•  Check guest preference notes when allocating rooms

•  Implement Hilton Requests Upon Arrival orders daily - including guest pre-
assignments

•  For complex packages, provide the guest with an Introduction Letter - in their
native language if possible
Print the CRM Arrivals Report daily.

FRONT OFFICE TOP 100 PRE-ARRIVAL PROCEDURES

•  The Front Desk Supervisor or Manager reviews Top 100 report and flags any
arrivals

•  Give room assignment priority to Top 10 guests

e-CHECK-IN PRE-ARRIVAL STANDARDS

•  Review day’s eCheck-Ins in the OnQ PM guest Listing Screen

•  Confirm that assigned rooms are vacant and ready, snf avoid moving eCheck-In
The Front Desk Supervisor will review the assignments
Top 100 report and flag any arrivals.
•  Print each eCheck-In guest’s Welcome document

•  Prepare and ID eCheck-In Key packets - flag any room change

•  Only add eCheck-Ins to OnQ PM when the guest actually arrives

•  Review the eCheck-In list throughout the day - note and prepare for additions

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BE HOSPITABLE - AT THE DESK

•  Acknowledge all guests

»» Within 10 feet/3 meters: eye contact, smile
»» Within 5 feet/1.5 meters: verbally greet (in their language if
possible) - even if doing something else

•  Use the guest’s last name

•  Use positive and polite language - and acknowledge children

•  Present items to guests by hand

•  Give accurate information and answers - take appropriate action to meet Always use positive and polite language, and
guest needs greet guests by their last name.

•  If you don’t know an answer, get it promptly

•  Do not share guests’ names/room numbers with other guests

•  Invite guests to contact you or other Team Members at any time

•  Respond to problems or complaints discretely and appropriately

•  Tell guests who will take any additional action necessary - and when

•  Tell Managers about complaints that warrant a follow-up note

•  Front Desk Requirements:

»» Keep area neat and organized
At least one Front Desk Team Member should
»» 1 team member present at all times always be present at the check-in area.

»» 2 team members or more when 50+ arrivals are expected

»» When 3 or more guests are waiting, open another workstation

I MPA CT YO UR S A LT
•  Move toward waiting guests snf ask, “May I assist the next guest?” PE R FO R MA N CE S C OR E S
•  Step out to greet or help guests when practical
Satisfaction and Loyalty Tracking (SALT) is
•  Describe high speed Internet access options and costs - and tailor information the key hotel performance scoring system
to meet each guest’s needs used by Hilton to track guest satisfaction.

•  Provide printed maps and directions sheets By following the procedures shown here
you’ll positively impact these
•  Direct and change guest lobby traffic as needed SALT Key Performance Indicators
(KPI)

•  Overall pre-arrival/arrival

•  Appearance of lobby

•  Speed/efficiency of check-in process

•  Helpfulness of hotel staff

•  Staff made me feel welcome

throughout my stay

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 BE HOSPITABLE - THROUGHOUT THE HOTEL

•  When giving guests in-house directions, take 2-3 steps with them, offer to escort
them to their destination

•  Indicate a direction with an open hand (not by pointing)

•  Open and hold doors and elevators for guests

•  Knock, announce yourself, and ask if you can enter an occupied guest room

BE HOSPITABLE - ON THE PHONE

When giving guests in-house directions,
indicate a direction with an open hand.
•  Answer all phone calls within 3 rings

•  Answer with
»» Time of day (Morning, afternoon, evening)
»» Hotel name (external calls)
»» Department (internal calls)
»» Offer of assistance - using guest name if possible

•  Only give your name to internal callers

•  Speak clearly, pleasantly, and positively

•  Ask permission before placing guests on hold - check back every 30 seconds,
offer to take a message
Answer all phone calls within 3 rings, and
answer with the correct greeting. •  Require callers to provide a guest’s name before transferring calls to guest Room

•  Say, “It’s a pleasure to connect you!” when transferring calls, then confirm that
the transfer was successful

•  Identify Department when transferring internal calls - inform recipient of caller’s

needs

•  Make sure voice-mail responses allow the caller to return to operator

Always ask permission before placing guests

on hold.

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FRONT DESK CHECK-IN

•  Use the term “Welcome” instead of “Check-in” when greeting arriving guests

•  Use Engagement codes and comments when welcoming guests

•  Include hotel name when welcoming guests

•  Deliver Welcomes with all CRM messages and your appreciation for their stay

•  Ask for picture ID only if local law or circumstances require

•  Confirm all reservation details

»» Room type
Use the term “Welcome” instead of “check-
»» Smoking/non-smoking in” when greeting arriving guests.

»» Any special requests

»» Departure date
»» Billing and/or payment method
»» HHonors guest preferences

•  Gold/Diamond members only need to present a credit card if they’re changing

what’s on file

•  Capture Credit Card information magnetically in PM System

•  Mention Hilton Requests Upon Arrival order if one was requested and if
appropriate

•  At International hotels prepare pre-reg cards for returning guests Confirm all reservation details during
check-in.
•  Up-sell if appropriate and available

•  Get names of all adult guests in any room

•  Identify room number, rate (and any changes) in writing - never verbally

•  Advise of any additional charges or fees, including early departure

•  Hand registration materials to guests

•  If guest is being escorted, hand the Key to a Manager or Bell staff team member

•  Mention two or more key hotel features to 1st-time guests

•  Offer every guest needed assistance - including luggage

•  Direct un-escorted guests to elevators and their room Always hand registration materials to
guests.
•  Thank guests for their stay and wish them a pleasant day

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 e-CHECK-IN ARRIVALS

•  Welcome and thank guests for using eCheck-In

•  Ask for valid ID or HHonors card

•  Hand guest complete eCheck-In Key Packet, including messages, useful

information

•  Inform guest of any room change and confirm calls/messages will be forwarded

•  Do not ask for a credit card or offer registration card unless required by law

•  Complete eCheck-Ins in OnQ

For each check-in arrival, ask for a valid ID or
HHonors card.

PM TOP 100 guest CHECK-IN

•  Offer special thanks to Top 100/10 guests

•  Invite non-HHonors members to join

•  Provide any special amenities to Top 10 Check-Ins

HHONORS guest EXPEDITED CHECK-IN

•  Follow HHonors and Brand Standards regarding expedited check-in

Keep HHonors signage clearly visable at the
Hilton Honors Front Desk area. •  Keep HHonors signage, applications, etc., clearly visible

•  Before arrival, confirm HHonors pre-assignments; prepare Key Packet

•  Ask for valid ID or HHonors card before presenting Key Packet

•  Ask Blue and Silver members for valid credit card or other payment before
issuing keys; ask for picture ID and/or signature if law requires

•  Gold and Diamond members need to present a credit card only if charging to a
card not in the system

•  Tell Gold and Diamond members about My Way selection - waive other check-
in procedures

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ZIP-IN CHECK-IN KIOSK (U.S. HOTELS ONLY)

•  Complete and use LMS Kiosk online training

•  Kiosk Agent or available Team Member pre-qualifies and offers guests use of
Kiosk

•  Offer non-targeted guests alternate check-in (HHonors, Executive Level, Hilton

Club, Group/satellite)

•  Be available to assist all guests with Kiosk Check-ins

•  Provide Kiosk Check-ins with Refreshment Center keys, coupons, parking

passes, etc. Tell Gold and Diamond member about
My Way selection. Waive other check-in
•  Monitor Kiosk signage, video content, card and paper inventory procedures.

CONCLUDING EVERY guest ARRIVAL

•  Wish arrivals a pleasant stay, give your name and pledge of assistance during stay

•  Offer help with luggage, parking, etc.

IF A ROOM ISN’T READY

•  Apologize, offer luggage storage, secure in storage area

Wish arrivals a pleasant stay, and give the
•  Check with Housekeeping to identify when room will be available - tell guest guest your name.

•  Know and follow your hotel’s policies for late room service recovery

I MPA CT YO UR S A LT
PE R FO R MA N CE S C OR E S

By following the procedures shown here

you’ll positively impact these
SALT Key Performance Indicators
(KPI)

•  Use of guest’s name

•  Accuracy of reservation

•  Speed/efficiency of check-in process

•  Overall pre-arrival/arrival

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 MESSAGE, FAX & PACKAGE-HANDLING

•  Whenever you handle guest Faxes or packages, your overall goal is to handle all
guest mail, faxes and packages in a timely, efficient, and accurate manner

•  Make sure that a guest’s faxes and packages are delivered to their room within 15
minutes

•  Take faxes and packages to the Concierge and make sure they get registered in
the delivery book or electronic log

•  If the guest has already checked in

Handle all guest faxes, mail and packages
in a timely, efficient and accurate manner. »» Check in the Property Management System (PMS) to see if there is a
locator for the guest (for example, if the guest is in a meeting room)
»» Deliver the item to the guest

•  If the guest hasn’t checked-in

»» Enter a message in to your hotel’s guest Reservation system (Fidelio or
OnQ)
»» Make sure that the item is either
–– Attached to the registration card or
–– Kept at the concierge Desk with a notation in their Message
Book

•  If a message is received for an in-house guest

If a message is received for an in-house

»» Always repeat the message back to the caller or the person leaving the
guest, always repeat the message back to message
the caller. »» Confirm that you have the correct contact information associated with
the message
»» Input into the PMS
»» Print out a copy
»» Make certain that
–– The printed copy is delivered to the guest’s room
–– The electronic “message indicator” telephone or television alert
in the guest’s room is activated
–– Once the guest has received the message, make certain the
“message indicator” alert in their room is immediately turned
off
IMPORTANT: Never give out a guest’s room number to a caller or
visitor

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POST-CHECK-IN KEY REQUESTS

•  Ask to see photo ID

•  If a non-registered name is offered, contact Management or Security

FRONT DESK CHECK-OUT

•  Greet and ask guests about their stay

•  Avoid using the term “Check-Out” when talking to departing guests; instead bid
them a sincere “Farewell”
Confirm that the guest has reviewed the
•  Confirm that the guest has reviewed check-out folio - provide a copy if needed check-out folio, and provide a copy if needed.

•  Ask about any charges made after folio was complied

•  Answer any questions

•  Hand folded folio to guest

•  Ask if you can be of further assistance

•  Thank guests for staying, offer a farewell remark, invite to return (using hotel
name)

•  Offer luggage assistance

KIOSK CHECK-OUT Thank departing guests for staying with us

and invite them to return.
•  Keep Kiosk supplies fully stocked

•  Be available to help with all Kiosk Check-Outs

I MPA CT YO UR S A LT
•  Follow all standard Check-Out procedures
PE R FO R MA N CE S C OR E S

By following the procedures shown here

you’ll positively impact these
SALT Key Performance Indicators
(KPI)

•  Accuracy of bill

•  Overall departure

•  Hospitality of Front Desk staff

•  Helpfulness of hotel staff

•  Staff made me feel welcome

throughout my stay

•  Overall Experience

•  Overall Service

•  Return to this hotel

•  Return to any Hilton

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 DELIVERING THE BRAND PROMISE
As a member of the Hilton brand, always know that
Your work is valued
Your service is important
Your success is critical to the delivery of the Brand Promise:
“To enable each guest be at their best around the world 24/7!”

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