Position
Statement
The Guest Experience Executive greets and registers
guests, providing prompt and courteous service. He/ she checks guests out of
the hotel and resolves guests’ challenges throughout their stay in the hotel,
upgrading or promoting hotel services and amenities, upselling products
to guests.
What will I
be doing?
As the Guest Experience Executive, you will
be responsible for performing the following tasks to the highest
standards:
Be the brand ambassador
of hotel, providing a positive “first impression” while guests walk-in to
the hotel.
Proactively greet guests
at arrival lobby, providing direction, escort guest to the destination,
responding with appropriate actions & provide accurate information such
on outlet operating hours, on-going promotions, special VIP programs, events,
etc.
Drive departmental objectives for self and team, and work together
to achieve the department goal and KPIs accordingly.
Make
appropriate selection of rooms based on VIP guest needs and prepare coding
electronic keys.
Ensure that guests are informed
on hotel facilities and room features and luggage is delivered in a prompt
manner.
Handle complaints promptly and efficiently, empowered to take
the necessary action, informing the Guest Experience Manager/ Duty Manager/
Assistant Front Office Manager to follow-up where appropriate.
Maintain awareness of guests’ profiles and specific preferences, ensuring
that they are acted upon for each reservation.
Coordinate with relevant
departments to arrange in-room amenity set-ups according to VIP level and
for special occasions – i.e. Birthdays and Honeymoon and etc.
Attend daily briefings, shift handovers, meetings and read the logbook
on a daily basis.
Familiar with hotel operating system especially OnQ PM, Kipsu,
HotSOS.
Carry out any other reasonable duties
and responsibilities as assigned.
Able
to perform moderately complex mathematical calculations without
error.
Able to access and accurately input information using a moderately complex
computer system.
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.
Able to work under pressure and deal
with stressful situations during busy periods.
1 or 2 years of related working experience
preferred.
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!
Able
to perform moderately complex mathematical calculations without
error.
Able to access and accurately input information using a moderately complex
computer system.
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.
Able to work under pressure and deal
with stressful situations during busy periods.
1 or 2 years of related working experience
preferred.
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!
Able
to perform moderately complex mathematical calculations without
error.
Able to access and accurately input information using a moderately complex
computer system.
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.
Able to work under pressure and deal
with stressful situations during busy periods.
1 or 2 years of related working experience
preferred.
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!
