Assistant Executive Lounge Manager

The Assistant 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 our hotel. This role upgrades and promotes hotel services and amenities and upsells products to the guests.

**What will I be doing?**

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

- 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 including number of guests
- Understand departmental objectives for self and team, drive and work together to achieve the goal accordingly.
- Make appropriate selection of rooms based on guest needs, code electronic keys and non-verbally confirm room numbers and rates.
- Promote and administer Hilton programs such as Hilton Honors for arriving guests, ensuring that guests know location of rooms containing room keys, tokens of our appreciation and gifts to guests, etc.
- Ensure rooms and services provided by the hotel are correctly accounted for within guests’ statements, assist 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 positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information on restaurants operating hours, special VIP programs, events, etc.
- Receive special requests from guests, respond appropriately or forward requests to appropriate team members for decision and action.
- Take messages and communicate the content to guests, retrieve mail, packages, facsimiles or other special items for guests as requested.
- Listen and extend assistance in order to resolve problems raised by guests and follow-up to ensure guests satisfaction.
- Remain calm and alert especially during emergency situations and heavy hotel activity, planning and implementing detailed steps by using experienced judgment and discretion.
- Take 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, attend formal training sessions and on the job training to maintain 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 an active role in the Executive Lounge team, ensuring effective communication and work 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.
- Ensure that guests informed on hotel facilities and room features and luggage is delivered in a prompt manner.
- Handle complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager / Executive Lounge Manager to follow-up, where appropriate.
- 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 Executive Lounge 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 amenity menu by offering it to guests, ensuring that VIPs receive their chosen amenity items.
- Liaise with Sales, Reservations and the Business Development team to handle corporate guests.
- Ensures 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 guests’ 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.
- Up to date with information on facilities, attractions, places of interest, sightseeing and activities in and around the hotel.
- Ensure that the overall appearance of the Executive Lounge is neat and tidy at all times.
- Effect