Guest Service Executive - Conrad Service Centre

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

A Conrad Service Guest Service Executive is responsible for making the guest’s experience over the phone as pleasant as possible, by extending a warm greeting, assisting the guests with any special request and respond to any queries in a timely manner. The Conrad Service Guest Service Executive is to supervise the activities of the Conrad Service Center and provide efficient communication across various departments, to ensure guests receive optimum service in accordance with the standards, policies and procedures of the Conrad Hotels and Resorts.

What will I be doing?

As a Conrad Service Guest Service Executive you are responsible to oversee the Conrad Service Team activities and ensuring the completion of daily tasks. To support the Conrad Service 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 regards 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 time.
• 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 VIP’s.
• 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 are we looking for?

A Conrad Service Guest Service Executive serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Senior High School education or specialty in Hospitality.
• Positive attitude and Excellent grooming standards
• Committed to delivering high levels of customer service
• Flexibility to respond to a range of different work situations
• Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
• Open minded and outgoing personality.
• Calm, organized work ethic with the ability to prioritize and meet deadlines
• Excellent supervisory, inter-personal, and communication skills (Oral and Written)
• Ability to communicate effectively in Mandarin to assist Mandarin-speaking guests and handle guest enquiries, reservations, and service requests conducted in Mandarin, in line with operational requirements.

What will it be like to work for Hilton?

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 travellers 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. And, our amazing Team Members are at the heart of it all!