Guest Service Executive

2 days ago

Bengaluru, India Hilton Full time

**POSITION STATEMENT**

Provide warm hospitality by delivering consistent quality service to all guests at all time. Work according to Hilton Purpose Platform and emphasize guest satisfactions throughout their stay in the hotel.

***

**Essential Duties & Responsibilities**
- To maintain a great service level by always keeping the guests’ interests in mind and being proactive in a timely manner towards their needs and requests
- To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both guests and colleagues
- To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance
- To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you
- To maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals
- To contribute ideas and suggestions to enhance operational/environmental procedures in the hotel
- To actively promote the services and facilities of the Hilton and Hilton brand to guests
- To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace
- To ensure that any issues, negative or positive feedbacks are shared with Duty manager
- Hotel policy and procedures are pursued at all the times
- Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate
- Ensure all daily tasks are carried out and completed in timely manner
- Has good attention to details and integrity
- Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guest with check out payments or charges. Accepts and records vouchers, credit, and other forms of payment
- Promptly answers the telephone inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieve messages and communicate the content to the guest
- Handling basic guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient air conditioning, etc
- Forward guest complaints to Front desk Assistant Manager or Duty manager immediately if the problem cannot be resolved
- Make a significant and continuous effort to increase professional knowledge, to improve job skills, and to achieve the goals in personal career development plan
- To have complete knowledge of the hotel product including room rates, meeting facilities, Food & Beverage Outlets and other hotel facilities
- Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information on outlet hours, special VIP programs, events, etc
- Ensure that all follow ups are pursued accordingly
- To acknowledge and greet all guest, ensuring they feels welcome and well taken care
- Ensure guest knows location of their room, way to the elevator and the location and serving time of breakfast. Guest is advised how to operate the lift and how to connect to the internet. Provide welcome packet containing room keys and welcome letters
- Receive special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions
- Engage in the welcome and recognition of VIP guests
- Coordinate with Concierge / Bell team member delivery of guest’s luggage after check in or Coordinate with Bell services team members to escort guests to/from their rooms as appropriate
- Promote and administer brand loyalty programs such as Hilton Honors, for hotel guests
- Look continuously for ways to improve the quality, service and income of the hotel
- Ensure hotel facilities and services are offered and promoted to guests
- Encourage team work and spirit in all areas of the department
- Ensure the cleanliness and tidiness of the working station and ensure all equipment’s are working properly
- Maintain effective communication and close working relationships between the Front Office and all departments
- To be fully conversant with the hotel emergency and evacuate procedure
- Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion
- Maintaining the cleanliness, neat and being well-groom appearance at all times during on duty
- Ensures that team member report for duty punctually, maintaining a high standard of persona

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