Guest Experience Professional

Job Summary:

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• We are seeking a skilled Guest Experience Manager to lead our Guest Experience team and provide exceptional service to our guests.">

About the Role:

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2. As a Guest Experience Manager, you will be responsible for ensuring that our guests have an exceptional experience during their stay with us.">
3. You will oversee daily operations, drive departmental objectives, and ensure effective communication among team members.">
4. Our ideal candidate will have at least 4 years of previous experience in the hotel, leisure or retail sector, and possess excellent personal presentation and communication skills.">
5. The successful candidate will be able to work under pressure, be accountable, and resilient.">

Key Responsibilities:

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• Meet and greet guests, providing prompt and courteous service.">
• Assist to oversee daily operations in all Guest Experience team.">
• Create a "WOW" experience of guests, elevating on guest experience - inclusive of high impact touch points and consistently meet and exceed guests and VIP expectations.">
• Lead the Guest Experience team to ensure that appropriate training was conducted, and guidance provided to perform on their task.">
• Coach new Guest Experience Executive on roles and responsibilities and support new team members in any areas that they are not yet competent to handle independently.">
• Conduct pre-shift briefings and advise your shift team of any special events or VIP Guests in the hotel that day.">
• 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.">
• Promote and administer Hilton Honors programs.">
• Manage queue at the desk and assist with the arrivals and offer express check out for departing guest at the front desk when required.">
• Welcome guests on arrival and assist them during their stay dealing efficiently with enquiries and any complaints.">
• Solicit and provide feedback to the Guest Experience Manager on guest comments.">
• Handle complaints promptly and efficiently, empowered to take the necessary action, informing the Duty Manager/ Assistant Front Office Manager to follow-up where appropriate.">
• Develop and maintain relationship with VIP guest and special attention guests, recognizing their preferences and ensuring attention are met and ensure information are shared across the hotel departments.">
• Receive special requests from guests and respond appropriately or forward requests to appropriate team members for decisions and actions.">
• 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.">
• Promptly answer the telephone and email inquiries, inputting messages into the guest profile and advise other team members on special guests' needs.">
• Retrieve messages and communicate the content to guests, retrieving mail, packages and/or other special items for guests as requested.">
• Remain calm and alert especially during emergency situations and heavy hotel activity by comply with Health & Safety, Emergency Management, the Disaster manual, and Fire procedures and regulations, taking part in the fire team when and where directed.">
• Attend front desk daily briefings, shift handovers, meetings and share to the team on updates.">
• Ensure Guest Experience team has current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events.">
• Understand local tourism culture and city profile to provide considerate service to guests.">
• Serve your role and Team in an environmentally conscious manner.">
• Familiar with hotel operating system especially OnQ PM, Kipsu, HotSOS.">
• Undertake task as instructed by Guest Experience Manager and/or Front Office Leaders.">
• Carry out any other reasonable duties and responsibilities as assigned.">

Required Skills and Qualifications:

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• Calm, efficient, resourceful and organized.">
• Excellent personal presentation and communication skills.">
• A passion for delivering Exceptional levels of Guest Service.">
• Ability to listen and respond to demanding Guest needs.">
• Accountable and resilient.">
• Ability to work under pressure.">
• Flexibility to respond to a range of different work situations.">
• At least 4 years of previous experience in the hotel, leisure or retail sector.">

Benefits:

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• 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.">
• We are dedicated to continuing our tradition of providing exceptional guest experiences across our 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.">

Others:

Location: null

Requisition ID: HOT0BGDQ

EOE/AA/Disabled/Veterans