Guest Service Executive (Front Office)

As a Guest Service Executive, you are part of the Front

Office Team which is the main connection between Guests, the Hotel

and the various hotel departments. You are responsible for

performing the following tasks to the highest

standards : Manage front desk

operations by completing a checklist of important daily tasks,

determining room and rate availability and making decisions that

are in the best interest of the hotel.

Assist

Guest Service Executive, Operators, Reservation Agents, and other

departments with any questions or requests

Resolve customer complaints by conducting thorough

investigation of the situation and coming up with the most

effective resolution

Prepare and conduct daily

pre-shift meetings, communicate effectively with all staff and

provide them with any information necessary to provide guest

service in accordance with Hilton Standards

Perform other duties assigned by the Front Office Manager

or Assistant Front Office Manager

Respond

promptly to guest requests for a supervisor or manager

Ensure that a detailed hand over is carried out between

shifts including the volume of business, special guests, tasks to

be clarified / completed and any special events that are taking

place

Ensure a high level of product knowledge

of the hotel and the local area, and know what is happening in the

hotel

Ensure our customers receive a fast,

efficient and friendly check in and check out

Ensure all customers' queries or requests are handled in

a polite, efficient manner and a high level of customer service is

consistently maintained

Preparation and

co-ordination of group arrivals / departures.

Ensure a good performance oriented working environment

within the department and motivate the staff

Participate regularly in training courses and put the

skills learned there into practice

Receives

payment by cash, credit cards, cheques, etc. and is able to post

these in the computer correctly

Have detailed

knowledge of the fire, safety and evacuation procedures of the

hotel

Have knowledge of all the equipment and

installations on the Executive Floor, and able to work there

independently in conformity with the established standard and take

over shifts if

necessary

Qualifications

• External

What are

we looking for?

A Guest Service

Executive serving Hilton Brand hotels 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 :

Ability 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 to

resolve conflicts

Basic mathematical skills

and considerable skill in the use and operation of a calculator to

prepare complex mathematical calculations without error

Ability to listen effectively and comprehend the English

language to understand and obtain instructions and

information

Ability to see and hear in order

to observe and detect signs of emergency

situations

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 travellers the finest in accommodations,

service, amenities and value. Hilton is dedicated to continuing its

tradition of providing exceptional guest experiences across its

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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!