Responsibilities
What will I be doing?
As an F&D Guest Service Executive, you will be responsible for performing the following duties to the highest standards:
- Provide professional, friendly, and personalized service to all guests at all times.
- Act as the primary point of contact for guest inquiries, requests, feedback, and concerns within Food & Drink operations.
- Ensure all guest interactions reflect Hilton brand standards and service excellence.
- Monitor guest satisfaction levels and proactively identify opportunities to enhance the guest experience.
- Handle guest complaints promptly and professionally, ensuring effective service recovery and guest retention.
- Follow up with guests to ensure complete satisfaction with services provided.
- Promote restaurant concepts, seasonal menus, special events, and hotel facilities to maximize guest engagement and revenue opportunities.
- Support upselling initiatives through effective product recommendations and personalized guest interactions.
- Maintain comprehensive knowledge of all food and beverage offerings, promotions, operating hours, and hotel services.
- Coordinate guest requests efficiently with kitchen, restaurant, room service, stewarding, and other operational departments.
- Assist in managing VIP guests, special occasions, and customized guest experiences.
- Collect, document, and communicate guest feedback to management to support continuous improvement.
- Contribute to the achievement of departmental goals, including guest satisfaction, quality assurance, and revenue targets.
- Ensure compliance with hotel standards related to grooming, hygiene, punctuality, and professional conduct.
- Maintain accurate handling of guest information while ensuring confidentiality at all times.
- Participate actively in departmental meetings, training sessions, and service excellence initiatives.
- Support operational requirements during peak business periods and special events.
- Build and maintain positive working relationships with colleagues and other departments.
- Demonstrate flexibility by undertaking additional duties assigned by management when required.
What are we looking for?
Skills
An F&D Guest Service Executive serving Hilton brands is always working on behalf of our Guests and collaborating with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
- Degree, diploma, or vocational qualification in Hospitality Management, Tourism, Hotel Management, or a related field is preferred.
- Previous experience in Food & Beverage Operations, Guest Relations, Guest Services, or Hospitality Operations is preferred.
- Passion for delivering exceptional guest experiences and service excellence.
- Excellent communication and interpersonal skills.
- Strong customer-focused approach with the ability to build positive guest relationships.
- Ability to handle guest complaints professionally and effectively.
- Strong organizational and multitasking abilities.
- Ability to work efficiently under pressure in a fast-paced hospitality environment.
- Good command of English; additional foreign language skills are considered an advantage.
- Proficiency in hotel operating systems and Microsoft Office applications.
- Knowledge of food and beverage operations, menus, promotions, and guest service standards.
- Strong team player with a positive attitude and professional appearance.
- Flexibility to work shifts, weekends, and public holidays as required.
- Results-oriented mindset with the ability to contribute to guest satisfaction and revenue goals.
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. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its 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. Our amazing Team Members are at the heart of it all.