An Executive Lounge
Manager 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, behaviors,
skills, and values that follow:
3 or 5 years in a luxury
hotel.
Able to perform moderately complex
mathematical calculations without error.
in English, both verbally and in writing to meet business
needs.
Able to access and accurately input
information using a moderately complex computer system.
skills.
Able to effectively deal with internal
and external customers, some of whom will require high levels of patience, tact
and diplomacy to defuse anger, collect accurate information and resolve
conflicts.
Good interpersonal skills to provide
overall guest satisfaction.
style="font-size: 11pt;">An Executive
Lounge Manager 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,
behaviors, skills, and values that follow:
3 or 5 years in a luxury
hotel.
Able to perform moderately complex
mathematical calculations without error.
in English, both verbally and in writing to meet business
needs.
Able to access and accurately input
information using a moderately complex computer system.
skills.
Able to effectively deal with internal
and external customers, some of whom will require high levels of patience, tact
and diplomacy to defuse anger, collect accurate information and resolve
conflicts.
Good interpersonal skills to provide
overall guest satisfaction.
style="font-size: 11pt;">An Executive
Lounge Manager 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,
behaviors, skills, and values that follow:
3 or 5 years in a luxury
hotel.
Able to perform moderately complex
mathematical calculations without error.
in English, both verbally and in writing to meet business
needs.
Able to access and accurately input
information using a moderately complex computer system.
skills.
Able to effectively deal with internal
and external customers, some of whom will require high levels of patience, tact
and diplomacy to defuse anger, collect accurate information and resolve
conflicts.
Good interpersonal skills to provide
overall guest satisfaction.
for performing the following tasks to the highest standards:
style="font-size: 11pt;">Complete the registration process by inputting
and retrieving information from the computer system, confirming pertinent
information including number of guests and room rates.
style="font-size: 11pt;">Make appropriate selection of rooms based on guest
needs, coding electronic keys and non–verbally confirming room numbers
and rates.
style="font-size: 11pt;">Ensure that rooms and services provided by the hotel
are correctly accounted for within guests’ statements, assisting guests
with check out payments or charges, accepting and recording vouchers, credit
card transactions, traveler’s checks and other forms of payment, converting
foreign currency at current posted rates.
style="font-size: 11pt;">Greet customers immediately with a friendly and sincere
welcome using a positive and clear speaking voice, listening to understand
requests, responding with appropriate actions and provide accurate information
such on outlet hours, special VIP programs, events, etc.
style="font-size: 11pt;">Receive special requests from guests and respond
appropriately or forward requests to appropriate team members for decisions
and actions.
Promptly answer
the telephone and E-Mail inquiries, inputting messages into the computer
and advise other team members on special guests’ needs.
style="font-size: 11pt;">Retrieve messages and communicate the content
to guests, retrieving mail, packages and facsimiles or other special items
for customers as requested.
style="font-size: 11pt;">Record guests’ complaints, conducting thorough research
to develop the most effective solutions and negotiate
results.
style="font-size: 11pt;">Remain calm and alert especially during emergency
situations and heavy hotel activity.
style="font-size: 11pt;">Plan and implement detailed steps by using experienced
judgment and discretion.
style="font-size: 11pt;">Actively take part in training where and when required,
attending formal training sessions and on the job trainings to ensure standards
and develop skills and abilities.
style="font-size: 11pt;">Contribute to the hotel and team by sharing new ideas
and suggestions for improvements, being innovative and creative to provide
quality service and customer care to team members and guests.
style="font-size: 11pt;">Take on an active role in the Executive Floor team,
ensuring effective communication and working as a team in order to reach goals
and targets.
Create a warm
and welcoming arrival for guests, ensuring that they feel expected
and immediately “at-home” when they arrive.
style="font-size: 11pt;">Check-in guests in accordance with their reservation
details, ensuring that the registration card is completed, reservation
information confirmed, Hilton Honors and Frequent Flyer numbers enquired about,
and method of payment secured.
Handle complaints promptly
and efficiently, taking the necessary action, informing the Duty Manager
or Guest Relations Manager to follow-up where
appropriate.
Maintain awareness
of guests’ profiles and specific preferences, ensuring that they are acted upon
for each reservation.
style="font-size: 11pt;">Coordinate with Amenity Butlers to arrange in-room
amenity set-ups according to VIP level and for special occasions – i.e.
Birthdays and Honeymoon.
style="font-size: 11pt;">Liaise with Sales, Reservations and the Business
Development team to handle corporate guests.
style="font-size: 11pt;">Promote Hilton Honors and its associated benefits
to guests who are not already enrolled in the program, ensuring that existing
Hilton Honors members receive personal and professional service that recognizes
them as important guests and that their benefits
are received.
style="font-size: 11pt;">Carry out ticket reconfirmation, safari bookings
and make guest reservations when required.
style="font-size: 11pt;">Ensure a prompt and efficient departure by settling
guest’s accounts as per billing and reservation instructions, ensuring that all
guests’ folios are correct.
Knowledgeable of
the hotel’s facilities and services as well as basic knowledge of Hilton
International, MEAP and other properties in China.
style="font-size: 11pt;">Keep up to date with information on facilities,
attractions, and places of interests, sights and activities in and around
hotel.
Ensure that the overall
appearance of the Executive lounge is neat and tidy at all
times.
Effectively communicate,
coordinate and cooperate with Housekeeping, F&B, Engineering
and IT.
Report problems with hotel
systems, hardware or facilities to the appropriate parties and follow-up
to ensure that corrective actions have been taken.
style="font-size: 11pt;">Prepare the Executive Lounge for F&B service,
monitoring service and preparation areas to ensure cleanliness and presentation
standards.
Ensure that the Executive
Floor Manager is kept aware and up to date with operational
issues.
Pass on information
effectively, ensuring that all necessary details are communicated to
the intended person, any pending action is completed, and guest satisfaction
is confirmed.
Ensure that the day-to-day
functions of the Executive Lounge are completed, including but not limited
to checklists, trace reports, credit limit checks, and online
back-ups.
Check registration cards,
information on meetings and functions, billing instructions, and reservation
backups to ensure that all information received is acted upon
accordingly.
Ensure that the Executive
Lounge’s stock is managed and not wasted, maintaining costs
were able.
Keep up to date and aware
of competitor activities in order to be informed.
style="font-size: 11pt;">Adhere to the hotel selling strategy of Demand Based
Pricing and maintain rate integrity by offering clear, transparent, and value
for money rates to guests.
style="font-size: 11pt;">Comply with Health & Safety, Emergency Management,
the Disaster manual, and Fire procedures and regulations, taking part in
the fire team when and where directed.
style="font-size: 11pt;">Adhere strictly to standard cash handling procedures,
ensuring to balance float and drop the required amount, managing cash, credit
card transactions, city ledgers, vouchers and all other forms of payment
correctly.
Adhere to the company’s
credit policy at all times when handling cash, credit card transactions, city
ledgers, providing currency exchange services, LPO and third party payments
for rooms, meetings, F&B and any other charges that may be incurred
by guests.
Provide safety deposit
boxes to guests, ensuring that guests’ valuables are safe and secure at all
times.
Follow-up on outstanding
accounts to ensure no loss of revenue and secure method of payment for upcoming
reservations.
style="font-size: 11pt;">Attempt to communicate with guests in guests’ native
language, if applicable.
style="font-size: 11pt;">Adhere to the hotel’s security and emergency policies
and procedures.
style="font-size: 11pt;">Carry out any other reasonable duties
and responsibilities as assigned.
style="font-size: 11pt;">The Management reserves the right to make changes
to this job description at its sole discretion and without advance
notice.
