Guest Experience Specialist

Executive Guest Service roles are a crucial part of any hotel’s operations, providing guests with exceptional experiences and ensuring their satisfaction during their stay. As an Executive Floor Guest Service Executive, you will be responsible for creating memorable experiences for guests, exceeding their expectations, and delivering the highest level of service standards.

The job involves serving on the Front Office team at the Executive Floor to provide food and beverage services to Executive Floor guests and VIPs during operational hours. You will assist the Executive Floor Team in daily check-in and check-out processes as well as the executive floor lounge operation.

• Assist in creating 'wow' experiences for guests
• Serve as the main point of contact for Executive Lounge and VIP guests and ensure hotel departments are fully briefed on Guests requirements
• Deliver the highest quality and brand service standards to consistently meet and exceed Executive Floor and VIP guests' expectations
• Maintain current knowledge of hotel products, services, pricing, and special promotional offers, as well as daily VIP and special events
• Attend daily briefings, shift handovers, meetings, and read the logbook on a daily basis
• Provide food and beverage services to Executive Floor guests, assists in the daily check-in and check-out as well as the Executive Floor lounge operation
• Ensure that the Executive Floor equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy, and organized way
• Manage queue at the front desk and assist with the arrivals and departures at the front desk when required
• Be knowledgeable in the preparation and serving of alcoholic and non-alcoholic beverages
• Ensure that F&B setups during various offerings are maintained and coordinated to the agreed standards with Chef
• Welcome Executive Floor Guests on arrival and assist them during their stay and efficiently answer enquiries and any complaints
• Maintain the required level of inventory on F&B items and Guest amenities
• Demonstrate a knowledge of external locations, attractions, and landmarks in the vicinity
• Project a professional image and manner with an emphasis on hospitality and Guest service
• Actively take part in training where and when required, attend formal training sessions, and on-the-job trainings to ensure standards and develop skills and abilities
• Collect daily requisitions of food and amenity items from Receiving and Stores, ensuring that only quality items are accepted and then prepared
• Manage the inventory of food stock, ensuring that items are not wasted and are handled correctly
• Clean and tidy the Executive Floor Pantry on a daily basis, ensuring that it is free from rubbish and that it adheres to health and safety standards
• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests
• Solicit and provide feedback to the Executive Floor Manager on guest comments and any operation issues
• Ensure that the Lounge and Reception areas are kept in clean and presentable conditions at all times
• Handle food and beverages in a safe, hygienic, and professional way, ensuring that all caution is taken when handling food and when cleaning in order to prevent sickness and contamination
• Comply with Hotel security, fire regulations, and all health and safety legislation
• Familiarize with Hotel and Executive Floor policies
• Promote Hilton Honors and its associated benefits to guests who are not already 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
• Undertake tasks as instructed by the Executive Floor Manager
• Serve your role and Team in an environmentally-conscious manner