Executive Floor Service Agent

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’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.  

 

The Executive Floor Agent provides food and beverage services to Executive Floor guests throughout the day, offering polite and courteous service, always maintaining an interested but unobtrusive and never pushy attitude towards guests. He / she assists the Executive Floor Guest Service Agents in the daily check in and check out as well as the executive floor lounge operation. 

 

What will I be doing? 

As the Executive Floor Agent, you will be responsible for performing the following tasks to the highest standards: 

• Ensure that rooms and services provided by the hotel are correctly accounted for within guests’ statements.  

• Provide food and beverage services to executive floor guests, assisting the Executive Floor GSA in the daily check in and check out as well as the executive floor lounge operation. 

• Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.  

• Promptly answer telephone calls, advise other team members of special guests’ needs and pass the information accordingly.  

• Ensure that the Executive Lounge equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way. 

• Receive special requests from guests and respond appropriately or forward requests to appropriate team members for decisions and actions. 

• Record guests’ complaints, conducting thorough research to develop the most effective solution and negotiate results. 

• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, quality of dishes, etc.  

• Remain calm and alert especially during emergency situations and heavy hotel activity.  

• Plan and implement detailed steps by using experienced judgment and discretion. 

• Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest. 

• Actively take part in training where and when required, attending formal training sessions and on the job trainings to ensure standards and develop skills and abilities.  

• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests. 

• Take on an active role in the Executive Floor team, ensuring effective communication and working as a team in order to reach goals and targets. 

• To assist the Executive Floor Guest Service Agents where and when required. 

• Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive. 

• Ensure that VIP guests who are to have their amenities replenished are done so according to convenient times for the guest. 

• Ensure that rooms, hallways and back of house areas are free of dirty plates, cutlery and mess from the amenity items. 

• Handle complaints promptly and efficiently, taking necessary action, and informing the Executive Manager or Guest Service Manager to follow-up where appropriate.  

• Follow-up with all guests to ensure satisfaction with problem resolutions. 

• Ensure that VIP guests are treated personally and recognized as an individual. 

• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received. 

• Set-up meal period displays, ensuring the correct quality and quantity of food and beverage items, as well as attention to details in order to promote the hotel’s daily offerings. 

• Work with a sales attitude, offer refills and accompanying dishes where appropriate, ensuring that opportunities to up-sell food and beverages are maximized and that guests do not feel pressured into a sale. 

• Apply Hilton brand standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting. 

• Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.  

• Up to date with information on facilities, attractions, and places of interests, sights and activities in and around the hotel. 

• Effectively communicate, coordinate and cooperate with Housekeeping, F&B, Room Service and Engineering. 

• Report problems with hotel systems, hardware or facilities to the appropriate party and follow up to ensure that corrective action has been taken. 

• Collect daily requisitions of food and amenity items from Receiving and Stores, ensuring that only quality items are accepted and then prepared.  

• Manage the inventory of food stock, ensuring that items are not wasted and are handled correctly. 

• Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.  

• Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis. 

• Ensure that the Executive Floor Manager is kept aware and up to date of operational issues. 

• Ensure that the day-to-day functions of the Executive Lounge Butlers are completed, including but not limited to checklists, set-ups for meal periods, daily requisitions, buffet and breakfast services, and replenishments.  

• Handle food and beverages in a safe, hygienic and professional way, ensuring that all caution is taken when handling food and when cleaning in order to prevent sickness and contamination.  

• Adhere to local health and safety regulations. 

• Do up a monthly inventory of food and beverage items, and other service items used in the operation, ensuring that a minimum par level is available and managing requisitions on a day-to-day basis to ensure that the Executive Lounge does not run short. 

• Clean and tidy the Executive Lounge Pantry on a daily basis, ensuring that it is free from rubbish and that it adheres to health and safety standards. 

• Keep up to date and aware of competitor activities in order to be well informed. 

• Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.  

• Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations, taking part in the fire team when and where directed. 

• Carry out any other reasonable duties and responsibilities as assigned. 

• 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 Service Agent 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: 

• High School degree.  

• Minimum of 2 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience. 

• Good communication, organization and coordination skills. 

• Team player with a strong sense of responsibility and self-motivation. 

• Able to maintain excellent relations with team member.                                                                                

• Able to work under great physical and mental pressures. 

• Understand basic spoken English to meet business needs. 

• Familiar with computer systems preferred.  

 

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!