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.
If 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.
A 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.
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:
- Check guest arrival reports prior to guest’s arrival and coordinate with Housekeeping on room allocations.
- Be responsible for special requests on room assignments such as e check-ins, digital key check-in, and Kerbside check-in.
- Welcome 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.
- Ensure that all registration cards are signed upon guests' arrival and that the check-out cashiering procedure is accurately executed.
- Promote and administer Hilton marketing programs and Hilton loyalty program, Hilton Honors, and provide necessary amenities to Hilton Honors members accordingly.
- Ensure all rooms meet the highest quality standards and include all requested preferences and amenities before Guest arrival.
- Serve as the main point of contact for guests and ensure hotel departments are fully briefed on Guest requirements
- Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events
- Attend to Guest complaints and issues and to handle them first before escalating to the Assistant Manager or Manager on Duty
- To be able to handle room reservation related enquiries
- Manage the Reception Desk by ensuring stocks are replenished accordingly
- Support new team members in any areas that they are not yet competent to handle independently
- Familiarize with credit policies and maintain accurate log of credit arrangements
- Conversant with Operator operations, computer and CRM / HotSOS / Kipsu / Vision systems
- Maintain a warm and friendly tone at all time when answering, transferring and ending a phone call
- Ensure all wake up calls take place at the correct time and day
- Handle emergency calls immediately and relay comprehensive and accurate information, as required
- Demonstrate a high level of customer service at all times
- Comply with hotel security, fire regulations and all health and safety legislation
- Attend appropriate training courses, when required
- Follow company brand standards and Forbes guidelines.
- Coordinate with various departments such as F&B, Engineering, Finance, Housekeeping, Sales, and external parties when running as a Group coordinator.
- Review all-upcoming groups within the next 7 days and do all necessary preparations where possible
- Ensure that Bell Service have enough manpower to handle group arrival and departure
- Ensure close communication with the Bell Service team
- Produce a weekly Group Movement sheet, advising all departments of relevant information, i.e. venue for breakfast etc.
- Review in-house groups which had arrived on the previous day and ensure that follow ups had been completed
- The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
What 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:
- 2 years of experience in a luxury hotel, leisure or any customer service experience related sectors
- Possesses the ability to work effectively under pressure and manage stressful situations, especially during peak periods, while maintaining meticulous attention to detail.
- Demonstrates exceptional interpersonal and communication skills aimed at ensuring overall guest satisfaction.
- A passion for delivering exceptional levels of Guest service
- Ability to multi-task while maintaining a positive attitude when working with Guests
- Computer literate and able to navigate through Hotel systems
- Professional manner with an emphasis on hospitality and guest service
- Proven ability to listen and respond to demanding Guest needs
- Conflict resolution experience
