Room Division Administrator  

Job title:

Rooms Division Administrator - The Waldorf Hilton London

Department/Section:

Front Office

Main purposes of job:

Administrative and coordinating duties for Front Office / Rooms Division.

Key tasks:           

Carry out daily administrative activities of the Front Office while adhering to Hilton Standards, policies and procedures.Work closely with Rooms

Division Manager, Reservations & Groups Manager and Finance Manager to deliver systems and processes improvements to enhance Front Office efficiency.

Liaising with Finance Team on any financial queries such as VAT queries, Direct Bills and auctioning corrections as needed.

Investigating and completing charge disputes and charge backs.

Ensuring AER items are coded and approved in a timely manner.

Monitoring daily allowances and adjustments, flagging any abnormalities to Rooms Division Manager.

Ensuring 3rd party payments’ backups are accurately saved and pre-authorisations / payments are obtain prior guests checking-in.

Working closely with Supervisors & HODs in ensuring all payments and invoices are processed efficiently and effectively.

Ensuring Receptionists, Night Auditors and Supervisors are fully conversant with the company’s credit policy and all accounting procedures.

Liaise with Reservations & Groups Manager on House Accounts and ensuring these are followed up and closed in a timely manner.

Monitoring Front Office emails and ensuring all communications are handled promptly and professionally.

Reviewing upcoming reservations in detail, focusing on updating / correcting billing instructions to ensure accuracy, correct comments and routing instructions, package accuracy.

Setting up traces in OnQ to the relevant departments to ensure the correct and accurate communication of guests’ requests.

Monitoring rooms’ availability by completing allocations for connecting rooms, accessible preferences and long stay guests.

Ensuring NOR1 requests are rewarded or declined in a timely manner.

Maintain adequate supplies of office stationary, creating and receiving orders as and when required via Birchstreet in line with allocated budget.

Assist with special projects as assigned by Rooms Division Manager.

Key Requirements            Excellent verbal and written communication skills.

Excellent administration, financial and IT skills.

Committed to delivering a high level of customer service, both internally and externally.

Flexibility to respond to a range of different work situations.

Ability to work under pressure.

Knowledge of Hilton systems essential.

Previous administrative experience in a fast paced environment advantageous.

Scope of role:

Monday to Friday position

39hrs per week – flexible hours

£11.00 / hour

Reporting to Justyna Szulc, Rooms Division Manager