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 Executive Floor Assistant Manager with Conrad Hotels and Resorts is responsible for creating memorable experiences for guests, and ensuring satisfaction of executive Guests throughout their stay at the hotel by ensuring that enquiries receive responses and advice and information is delivered when requested.

What will I be doing?

As an Executive Floor Assistant Manager, you will be responsible for the satisfaction of Guests throughout their stay at the hotel by ensuring that enquiries receive responses, and advice and information is delivered when requested. An Executive Floor Assistant Manager contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards::

• Supervise Executive Floor operations during your assigned shift to a consistently high standard.
• Ensure your shift team has a current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events.
• Assist in \xe2\x80\x9cWOW\xe2\x80\x9d experience of guests.
• Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on VIP Guest requirements.
• Deliver the highest quality and brand service standards to consistently meet and exceed executive Guest and VIP expectations
• Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events.
• Conduct pre-shift briefings and advise your shift team of any special events or VIP Guests in the hotel that day.
• Manage queue at the desk and assist with the arrivals and departures at the front desk when required.
• To supervise and assist in the preparation and serving of alcoholic and non-alcoholic beverages.
• Monitor the appearance, standards and performance of Team Members with an emphasis on training and team work.
• Ensure that F&B setups during various offerings are maintained and coordinated to the agreed standards with Chef
• Welcome Guests on arrival and assist them during their stay dealing efficiently with enquiries and any complaints.
• Maintain the required level of inventory on F&B items and Guest amenities.
• Demonstrate a knowledge of external locations, attractions and landmarks in the vicinity.
• Project a professional image and manner with an emphasis on hospitality and Guest service.
• Solicit and provide feedback to the Executive Floor Manager on guest comments.
• Ensure that the Lounge and Reception areas are kept in clean and presentable conditions at all times
• Comply with Hotel security, fire regulations and all health and safety legislation
• Familiarize with Hotel and Executive Floor policies.
• Undertake tasks as instructed by the Executive Floor Manager
• Serve your role and Team in an environmentally-conscious manner
• Coach new Executive Floor Executives on role and responsibilities
• Support new team members in any areas that they are not yet competent to handle independently.
• Follow up on required actions to Guests and team members in other departments
• Monitor departure rooms promptly in order to manage the room situation and avoid any guest disputes
• Ensure that the Reception and Lounge are sufficiently stocked with daily essentials (including stationery, letterheads, folio paper, food and beverage items etc.)
• Support in receiving and confirming room reservations.
• 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 Executive Floor Assistant 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 4 years of previous experience in the luxury hotel, leisure or retail sector
• Calm, efficient, resourceful and organised
• Excellent personal presentation and communication skills
• A passion for delivering exceptional levels of Guest service
• Ability to listen and respond to demanding Guest needs
• Multi-lingual
• Accountable and resilient
• Ability to work under pressure
• Flexibility to respond to a range of different work situations

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