Guest Service Executive
Hilton
Exceptional Hospitality Starts with You
Responsibilities
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! As a Guest Service Executive, you are part of the Front Office Team which is the main connection between Guests, the Hotel and the various hotel departments. You are responsible for performing the following tasks to the highest standards:
Here's What You'll Do During a Typical Day
- Assign and instruct Guest Service Agents, Operators and Bell Attendants in details of work
- Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel.
- Assist Guest Service Agents, Operators, Reservation Agents, Bell Attendants and other departments with any questions or requests
- Resolve customer complaints by conducting thorough investigation of the situation and coming up with the most effective resolution
- Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Hilton Standards
- Perform other duties assigned by the Front Office Manager or Assistant Front Office Manager
- Respond promptly to guest requests for a supervisor or manager
- Ensure that a detailed hand over is carried out between shifts including the volume of business, special guests, tasks to be clarified/completed and any special events that are taking place
- Ensure a high level of product knowledge of the hotel and the local area, and know what is happening in the hotel
- Ensure our customers receive a fast, efficient and friendly check in and check out
- Ensure all customers’ queries or requests are handled in a polite, efficient manner and a high level of customer service is consistently maintained
- Preparation and co-ordination of group arrivals/departures.
- Ensure a good performance oriented working environment within the department and motivate the staff
- Participate regularly in training courses and put the skills learned there into practice
- Receives payment by cash, credit cards, cheques, etc. and is able to post these in the computer correctly
- Have detailed knowledge of the fire, safety and evacuation procedures of the hotel
- Have knowledge of all the equipment and installations on the Executive Floor, and able to work there independently in conformity with the established standard and take over shifts if necessary
What It Takes to Make the Stay
At Hilton, Our Core Values Define What It Takes To Succeed Here And Guide The Qualities We Look For In Every Team Member
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information to resolve conflicts
- Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare complex mathematical calculations without error
- Ability to listen effectively and comprehend the English language to understand and obtain instructions and information
- Ability to see and hear in order to observe and detect signs of emergency situations
Join an Award-Winning Workplace Culture
At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.
Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.
Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.