Executive Lounge Manager

The Executive Lounge Manager 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 Executive Lounge Manager, you will be responsible for performing the following tasks to the highest standards:

• Complete the registration process by inputting and retrieving information from the computer system, confirming relevant information including number of guests and room rates.
• Drive departmental objectives for self and team, and work together to achieve the goal accordingly.
• Make appropriate selection of rooms based on guest needs, coding electronic keys and non–verbally confirming room numbers and rates.
• Promote and administer Hilton programs such as Hilton Honors to arriving guests, ensuring that guests know location of rooms containing room keys, tokens of appreciation and gifts to guests, etc.
• 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, traveller's checks and other forms of payment, converting foreign currency at current posted rates.
• Greet guests with a friendly and sincere welcome tone 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.
• Receive special requests from guests and respond appropriately or forward requests to appropriate team members for decisions and actions.
• Promptly answer the telephone and email inquiries, inputting messages into the computer and advise other team members on special guests' needs.
• Retrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other special items for guests as requested.
• Record guests' complaints, conducting thorough research to develop the most effective solutions and negotiate results.
• Listen and extend assistance in order to resolve problems raised by guests.
• Remain calm and alert especially during emergency situations and heavy hotel activity.
• Plan and implement detailed steps by using experienced judgment and discretion.
• Take on an active role in the team by being kind, cooperative, and helpful, never forgetting the person behind the guest.
• 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.
• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and guest care to team members and guests.
• Take on an active role in the Executive Lounge 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 welcome and "at-home" upon arrival.
• 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.
• Ensure that guests are informed on hotel facilities and room features and luggage is delivered in a prompt manner.
• Handle complaints promptly and efficiently, taking the necessary action, informing the Duty Manager/ Assistant Front Office Manager to follow-up where appropriate.
• Follow-up with all guests to ensure satisfaction with problem resolution.
• Maintain awareness of guests' profiles and specific preferences, ensuring that they are acted upon for each reservation.
• Ensure that VIP guests are treated personally and recognized as an individual.
• Assist the Duty Manager by blocking rooms according to guests' preferences.
• Arrange welcome cards and ensure that they are placed in guests' rooms or presented at the time of arrival.
• 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.
• Facilitate the operation of the VIP gift amenities menu by offering it to guests, ensuring that VIPs receive their chosen amenities.
• Liaise with Sales, Reservations and the Business Development team to handle corporate guests.
• Promote Hilton Honors and its associated benefits to guests who are not 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.
• Carry out ticket reconfirmation, any other bookings and make guest reservations when required.
• Ensure a prompt and efficient departure by settling guest's accounts as per billing and reservation instructions, ensuring that all guests' folios are correct.
• Input information into hotel operating system regarding guests, ensuring accuracy and that all details are completed, and the information can be clearly understood by other team members.
• Apply Hilton brand standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.
• Knowledgeable of the hotel's facilities and services as well as basic knowledge of Hilton brand.
• Keep up to date with information on facilities, attractions, and places of interests, sightseeing 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 other relevant departments.
• Report problems with hotel systems, hardware or facilities to the appropriate parties and follow-up to ensure that corrective actions have been taken.
• Prepare the Executive Lounge for F&B service, monitoring service and preparation areas to ensure cleanliness and presentation standards.
• 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.
• Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis.
• Ensure that the day-to-day functions of the Executive Lounge are completed.
• Check registration cards, information on billing instructions to ensure that all information received is acted upon accordingly.
• Ensure that the Executive Lounge's inventory and stock are managed and not wasted, maintaining costs where possible.
• Keep up to date and aware of competitor activities in order to be informed.
• 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.
• Comply with Health & Safety, Emergency Management, the Disaster manual, and Fire procedures and regulations, taking part in the fire team when and where directed.
• 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, 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.
• Maintain the efficiency of departure by checking all guests' folios to ensure accuracy of charges.
• Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest.
• Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring that guests receive value for money and adhere to Hilton brand standards.
• Attempt to communicate with guests in guests' native language, if applicable.
• Remain calm and alert, especially during emergency and heavy hotel activity.
• Ensure that all team members have a complete understanding of and adhere to the hotel's team member rules and regulations.
• Carry out any other reasonable duties and responsibilities as assigned.
• 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?

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, behaviours, skills, and values that follow:

• Able to read, write, speak and understand the English language to communicate effectively with guests and team members.
• Able to access and accurately input information using a moderately complex computer system, including Hilton property management systems.
• Good interpersonal skills to provide overall guest satisfaction.
• Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Able to effectively deal with internal and external guests who will require high levels of patience, tact and diplomacy to resolve any issues, collect and analyse accurate information and resolve conflicts.
• Able to work under pressure and deal with stressful situations during busy periods.
• Previous experience in front desk or food and beverages will be an advantage.
• 2 to 3 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