Job Description

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\xe2\x80\x99s with Hilton where we never forget the reason we\'re here: to delight our guests, Team Members, and owners alike.

An Assistant Executive Floor Manager with Conrad Hotels and Resorts is responsible for creating memorable guest experiences, by ensuring their satisfaction throughout their stay at the hotel, and making sure of the highest level of service and attention in the lobby and the Executive Lounges.

What will I be doing?

As an Assistant Executive Floor Manager, you will be responsible in creating experiences for guests, while ensuring their satisfaction throughout their stay at the hotel. The Assistant Guest Experience Manager contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Manage the performance of the Executive Floor team at the lobby and Executive Lounge
• Responsible for training the team
• Assist the Executive Floor Manager in appraising and encourage the development of the Executive Floor Team members on a regular basis
• Manage the scheduling of team members in accordance with approved staffing levels
• Deliver the highest quality and brand service standards to consistently meet and exceed Guest expectations
• Handle enquiries and complaints, promptly and efficiently
• Maintain and enhance recognition programs for guests with special occasions, and Executive Floor guests.
• Check arrival reports in advance, and serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements on guest preferences, while ensuring allocations and amenities are placed before arrivals.
• Encourage internal and external collaboration for memorable experiences
• Ensure that all Guest supplies and amenities are offered and replenished to the required standards
• Manage special room assignments and suite occupancies
• Ensure that operating equipment in the Lounge are maintained to the highest working order
• Manage a Team that is current with all hotel services as well as VIP requests and special events and that demonstrate a knowledge of external locations, attractions and landmarks in the vicinity
• Ensure the Team projects a professional manner with an emphasis on hospitality and Guest service
• Ensure the Team complies with Hotel security, fire regulations and all health and safety legislation
• Undertake executive tasks as directed by the Guest Experience Manager.
• Serve your role and Team in an environmentally conscious manner
• Drive departmental objectives, work schedules, budgets, policies, and procedures
• Maintain a highly visible presence in both the Lobby and the Executive Lounge
• Leverage on Artificial Intelligence (AI) / technology such as Kipsu, SALT and Synergy to proactively meet customers\xe2\x80\x99 needs while shape culture and processes for innovation and continuous improvement
• 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?

An Assistant Executive Floor Manager 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:

• At least 5 years of previous experience in customer service supervisory or similar level
• Calm, efficient, resourceful and organised
• Excellent leadership, interpersonal communication skills
• Excellent grooming standards
• A passion and commitment to delivering exceptional levels of Guest service
• Ability to listen and respond to demanding Guest needs
• Accountable and resilient
• Ability to work under pressure
• Flexibility to respond to a range of different work situations

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Experience in either Executive Lounge/ Guest Relations supervisory level in a luxury hotel environment
• Experience in a managerial role within the Front Office department
• Multi-lingual
• A degree or diploma in Hotel Management or equivalent

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!

Hilton