With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
\nIf you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
\nA Front Desk Guest Service Executive at Conrad Hotels and Resorts engages with our guests throughout their entire hospitality experience. From check-in to check-out, to resolving guest challenges and fulfilling guest’s requests during their stay. The Front Desk Team is always prepared to respond to guest requests promptly and in a courteous and genuine manner, and more.
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What will I be doing?
As a Front Desk Guest Service Executive, you will serve on the Front Office team which is the main connection between the Guest, the hotel, and the various hotel departments. A Front Desk Guest Service Executive truly influences the first impressions of our Guests and, therefore, is responsible for performing the following tasks to the highest standards:
\n\nCheck guest arrival reports prior to guest’s arrival and coordinate with Housekeeping on room allocations.\nBe responsible for special requests on room assignments such as e check-ins, digital key check-in, and Kerbside check-in.\nWelcome guests and efficiently handle the check-in and check-out procedures, adhering to the hotel's brand standards and Forbes guidelines, all while maintaining a warm and welcoming demeanour.\nEnsure that all registration cards are signed upon guests' arrival and that the check-out cashiering procedure is accurately executed.\nPromote and administer Hilton marketing programs and Hilton loyalty program, Hilton Honors, and provide necessary amenities to Hilton Honors members accordingly.\nEnsure all rooms meet the highest quality standards and include all requested preferences and amenities before Guest arrival.\nServe as the main point of contact for guests and ensure hotel departments are fully briefed on Guest requirements \nMaintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events \nAttend to Guest complaints and issues and to handle them first before escalating to the Assistant Manager or Manager on Duty \nTo be able to handle room reservation related enquiries \nManage the Reception Desk by ensuring stocks are replenished accordingly\nSupport new team members in any areas that they are not yet competent to handle independently \nFamiliarize with credit policies and maintain accurate log of credit arrangements \nConversant with Operator operations, computer and CRM / HotSOS / Kipsu / Vision systems \nMaintain a warm and friendly tone at all time when answering, transferring and ending a phone call \nEnsure all wake up calls take place at the correct time and day\nHandle emergency calls immediately and relay comprehensive and accurate information, as required \nDemonstrate a high level of customer service at all times \nComply with hotel security, fire regulations and all health and safety legislation \nAttend appropriate training courses, when required \nFollow company brand standards and Forbes guidelines.\nCoordinate with various departments such as F&B, Engineering, Finance, Housekeeping, Sales, and external parties when running as a Group coordinator. \nReview all-upcoming groups within the next 7 days and do all necessary preparations where possible \nEnsure that Bell Service have enough manpower to handle group arrival and departure \nEnsure close communication with the Bell Service team \nProduce a weekly Group Movement sheet, advising all departments of relevant information, i.e. venue for breakfast etc. \nReview in-house groups which had arrived on the previous day and ensure that follow ups had been completed\nThe Management reserves the right to make changes to this job description at its sole discretion and without advance notice.\nWhat are we looking for?
A Front Desk Guest Service Executive serving Hilton Brands is always working on behalf of our guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills and values that follow:
\n\n2 years of experience in a luxury hotel, leisure or any customer service experience related sectors\nPossesses the ability to work effectively under pressure and manage stressful situations, especially during peak periods, while maintaining meticulous attention to detail.\nDemonstrates exceptional interpersonal and communication skills aimed at ensuring overall guest satisfaction.\nA passion for delivering exceptional levels of Guest service \nAbility to multi-task while maintaining a positive attitude when working with Guests \nComputer literate and able to navigate through Hotel systems \nProfessional manner with an emphasis on hospitality and guest service \nProven ability to listen and respond to demanding Guest needs \nConflict resolution experience\n\n
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
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