Guest Service Executive
Hilton
- Lisboa
- Permanente
- Horário completo
- 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
- 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