Personal Concierge (GRO)

Responsibilities:

• Be the brand ambassador of the hotel, providing a positive “first impression” while guests walk-in to the hotel.

• Greet all guests in the lobby and lobby lounge, answer their queries, give suggestions, escort them to the Front Desk, Food & Beverage outlets, and the Club Lounge.

• Anticipate guest needs and handle guest inquiries in a helpful and attentive manner.

• Get maximum feedback from guests on all areas of the hotel, maintaining key responsibilities for the guest response process set-up in the hotel and in achieving the targets set for the Guest Satisfaction Survey.

• Welcome all guests in a polite and friendly manner.

• Be helpful, empathetic and polite to all guests.

• Delight guests through friendly and proficient service, ensuring repeat business through personalized, efficient service.

• In-depth understanding of each level of the Hilton Honors reward program, ensuring that all associates are updated regularly on the benefits for each program.

• Ensure that every guest who is a Hilton Honors member is enrolled in the Hilton Honors reward program when they check-in and that all associates are to be trained on this and practice this meticulously.

• Ensure that all guest comments are passed on to the centralized guest response area and are updated in all necessary guest history databases.

• Knowledgeable on all facts on hotel products, including room types, room rates, relative features and facilities, Food & Beverage outlets and the Club Lounge.

• Develop a close and harmonious working relationship with all the other departments in the hotel.

• Have complete knowledge of Hilton hotel SOPs and local policies.

• Report to work on time with proper uniform, including your nametag, complying with the standards of the hotel on personal appearance and setting an example to be followed.

• Develop knowledge about frequent guests, their special requests and needs.

• Be familiar with cultural differences in order to meet all different customer needs.

• Complete all shift duties as outlined on the shift checklist prior to the end of your shift.

• Ensure completion of all tasks for the shift and handover to the next shift without missing out on any guest related requests.

• Ensure that all logbooks, handovers and checklists are well maintained.

• Actively seek for customer feedback, handling their requests and complaints.

• Suggest alternatives to meet customer needs in terms of product features and benefits.

• Offer information and services where appropriate.

• Inspect VIP guest rooms prior to guests’ arrival.

• Lead by example on aspects of courtesy, helpfulness and grooming / overall presentation.

• Maintain company sanitation standards in the department.

• Maintain guest satisfaction and ensure repeat business through personalised and efficient service, ensuring that all customers leave satisfied.

• Conduct site inspections as and when required by the Management.

• Thank customers and invite our guests to return.

• Carry out requests as directed by the Management.

• Maintain good communication with other hotel departments to assist with guests' needs.
  
  
  

Qualifications:

• Minimum of 2 years as a Guest Relation / Customer Care Executive in the hospitality Industry.

• University graduate / hotel management / hotel school diploma (diploma in Public Relation advantageous).

• Neat in appearance and in good health.

• Good communication skills.

• Pleasing, charming, honest, possess a sense of humor, have the right attitude and is physically fit.

• Have a good command over verbal and written Mandarin and English language to meet business needs.

• A basic knowledge on any additional foreign languages will be advantageous.