Guest Experience Executive

Overview

A Guest Experience Executive with Conrad Hotels and Resorts is responsible for creating memorable experiences for guests, and ensuring satisfaction of executive Guests throughout their stay at the hotel by ensuring that enquiries receive responses and advice and information is delivered when requested.

What will it be like to work for this Hilton Brand?

Smart luxury is at the core of everything Conrad Hotels & Resorts does. We offer our guests one-of-a-kind experiences, service that's intuitive and connections to people and places near or far. We're the destination of a new generation of global travelers for whom life, business, and pleasure seamlessly intersect. People who know that the greatest luxury is the luxury of being yourself.

If you understand what it’s like to juggle life, business, and pleasure and know how to bring a sense of luxury to that type of travel experience, you may be just the person we are looking for to work as a Team Member with Conrad Hotels & Resorts. Because it’s with Conrad Hotels & Resorts where we promise our Guests the luxury of just being themselves.

What will I be doing?

As a Guest Experience Executive, you will be responsible for the satisfaction of Guests throughout their stay at the hotel by ensuring that enquiries receive responses, and advice and information is delivered when requested. A Guest Experience Executive contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Assist in “WOW” experience of guests.
• Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on VIP Guest requirements.
• Deliver the highest quality and brand service standards to consistently meet and exceed executive Guest and VIP expectations
• Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events.
• Manage queue at the 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 Guests on arrival and assist them during their stay dealing efficiently with 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.
• Solicit and provide feedback to the Guest Experience Manager on guest comments.
• Ensure that the Lounge and Reception areas are kept in clean and presentable conditions at all times
• Comply with Hotel security, fire regulations and all health and safety legislation
• Familiarize with Hotel and Guest Experience policies.
• Undertake tasks as instructed by the Guest Experience Manager
• Serve your role and Team in an environmentally-conscious manner
• Coach new Guest Experience Executives on role and responsibilities

What are we looking for?

Guest Experience Executives serving Hilton Worldwide Brand hotels and vacations are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

• At least 4 years of previous experience in the luxury hotel, leisure or retail sector
• Calm, efficient, resourceful and organised
• Excellent personal presentation and communication skills
• A passion for delivering exceptional levels of Guest service
• Ability to listen and respond to demanding Guest needs
• Multi-lingual
• Accountable and resilient
• Ability to work under pressure
• Flexibility to respond to a range of different work situations