Exceptional Hospitality Starts with You
Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! Long Description: You will be the first point of contact for guests, responsible for ensuring smooth check-ins, check-outs, and addressing guest inquiries throughout their stay. You play a key role in making guests feel welcome, ensuring that all their needs are met and that any issues are resolved promptly. As a Guest Services Executive, you’re not just ensuring a seamless check-in and check-out process – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
As a Conrad Services Guest Service Executive, you are responsible to oversee the Conrad Service Team activities and ensuring the completion of daily tasks. To support the Conrad Services Center Manager in the absence to communicate any updated information from the various departments to deliver outstanding guest service through every phone call. Specifically, you will be responsible for performing the following tasks to the highest standards:
- To ensure the highest standard of service is maintained showing a pleasant and courteous manner when handling calls, following the Forbes standards.
- Answer all internal and external calls pertaining guest requests, hotel restaurants bookings, handle e-mails and guest communications, responding to all enquiries and special requests.
- To handle any guest comments and to liaise with the Duty Manager when required.
- Handle several calls at any given time.
- Be knowledgeable of all hotel facilities, restaurant and bar menus and special promotions and be familiar with the different restaurant floor plans and capacity.
- Ensure maximum guest recognition and accuracy using our guest history information.
- Give adequate directions of the hotel from any locations.
- Ensure streamline communication with the team and guests and achieve consistent results.
- Follow through and constantly update the restaurant guest’s database to be efficient and consistent in relation to regulars and VIPs. This includes keeping track of Guest birthday, Anniversary to offer to make reservation, if the guest wishes to dine with us.
- Ensure all communication are efficiently made in regard to enquiries, groups or daily reservations.
- Practice Hilton Grooming standards including uniform dress code, cleanliness and personal hygiene.
- To be fully conversant with the Hotel’s emergency system and to ensure the correct procedure is known and carried out at all times.
- To ensure a high standard of telephone equipment is maintained at all times.
- To ensure all messages are handled accurately and promptly.
- To ensure all wake-up calls are correctly recorded and processed.
- To ensure all Conrad Service Center TM are familiar with any daily events occurring in the hotel and in-house VIPs.
- To ensure full security of the Conrad Service Center is maintained at all times.
- To ensure that a practical manual backup is available and trained in case of a ‘System Down’ status.
- To have good knowledge of the procedure of handling Kipsu, SynergyMMS and OnQ PM.
- To control the hotel’s telephone and mobile phone inventory.
- 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.
- The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
What It Takes to Make the Stay
A Conrad Service Guest Service Executive serving Hilton Brands always works on behalf of our guests and collaborates closely with fellow Team Members. To succeed in this role, candidates should demonstrate the following:
- Relevant experience or qualifications in Hospitality, Tourism, Customer Service, or a related field are advantageous.
- A professional appearance and commitment to maintaining Hilton's grooming standards.
- A genuine passion for delivering exceptional guest experiences and customer service.
- Strong communication and interpersonal skills, with the ability to build positive relationships with guests and colleagues.
- The ability to work collaboratively as part of a team while supporting shared goals.
- Good organisational and time management skills, with the ability to prioritise tasks and work effectively in a fast-paced environment.
- A proactive, adaptable, and customer-focused approach to work.
- The ability to remain calm and composed while handling multiple tasks and guest requests.
- Flexibility to work rotating shifts, weekends, and public holidays, where operationally required.
- Basic proficiency in Microsoft Office applications and hotel operating systems is an advantage.
How We’ll Help You Thrive
At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:
Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program
Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you covered
*Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.