What will I be doing?
A Guest Assistance Executive will perform the following tasks to the highest standards:
- Reply to all comments, reviews, and complaints received from guests through all channels, including Stay Experience, social media and online review sites, in a professional and timely manner.
- Personalize replies to guests whenever possible in order to build a positive relationship with guests and potential guests.
- Coordinate with GROs or any TMs with specific language abilities in order to reply to comments in a foreign language.
- Monitor Stay Experience scores daily and analyze data in order to develop action plans to improve scores.
- Investigate negative comments by coordinating and communicating thoroughly with related departments to understand the route cause(s) and follow up for further action. Update Operation leaders for related areas.
- Monitor hotel's rankings and number of reviews on online review sites and develop action plans by coordinating with related departments to improve rankings as well as to increase reviews.
What are we looking for?
A Guest Assistance Executive should maintain the attitude, behaviors, skills, and values that follow:
- Ability to read, listen, and communicate effectively in both written and spoken English, using correct grammar, spelling and sentence structure.
- Proficient written skills that properly reflect the Hilton Image.
- Excellent spoken and presentation skills.
- Considerable ability to listen effectively.
