Offers “Hilton Worldwide”

New Hilton Worldwide

Guest Relationship Manager

  • Seongnam, SOUTH KOREA

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.

 

Position Statement (if any)

·          Efficiently coordinate the day-to-day operation of the front office operations

·          Ensure that VIP guests are provided with personal, attentive and caring service

·          Responsible for night auditing, rate variance, Hilton Honors program and benefits

·          Ensure to look after the overall night shift in operation departments and coordinate

 

 

What will I be doing? Position Summary (bullet points)

 

PEOPLE

·          Act as a coach and mentor to team members, maintaining discipline as necessary

·          Actively take part in training of team including involvement in personnel measures such as assessment of performance

·          Assist in identifying and developing high potential team members

·          Attend career development training as and when required

·          Be responsible for emergency and security related situations (SOS, fire bureau)

·          Lead and motivate team

·          Involvement in personnel measures such as assessment of performance

 

CUSTOMER

·          Conduct room escorting and room orientations

·          Efficiently perform all reception duties (accurate completion of forms, securing of payment)

·          Be knowledgeable on all hotel information, city information and event activities

·          Maintain updated and accurate guest profiles

·          Proactively seek guest comments and feedback

·          Responsible for the overall management and coordination of Hilton Honors

·          Responsible for room inventory management

·          Take ownership of complaints ensuring final resolution and guest satisfaction

·          Reports and Record all guest comments and feedback to GRM / AFOM / DOR

 

QUALITY

·          Accurately update and maintain guest information secured according to local regulations

·          Act as a role model, exemplifying delivery of DoubleTree by Hilton Brand Service Standards

·          Attend briefings, shift handovers and other relevant meetings

·          Be familiar with hotel’s contingency plan

·          Complete shift report checks- rate, room discrepancy, credit check, blacklist report

·          Comply with Health & Safety, emergency, fire and hotel rules and regulations

·          Daily check the VIP lists and ordering of corresponding amenities

·          Monitor completion of all administrative activities related to Hilton Honors and co-ordinates regular training courses to introduce new features

·          Perform quality checks on all aspects of the front desk operations including inventory management

·          Responsible for cleanliness of all workstations and upkeep of all front office operating equipment

 

PROFIT

·          Adhere strictly to standard cash handling procedures and company credit policy

·          Ensure efficiency of guest departures by maintaining accurate folios

·          Follow up on finance related issues to ensure all payments are secured and accurate

·          Maintain security of safety deposit boxes and relevant records

·          Manage costs effectively by minimizing and controlling expenses

·          Remain commercially aware, maximizing revenue and keeping up-to-date on current promotions

·          Adhere by all company rules and regulations

·          To undertake any other reasonable task or request as directed by the management

·          The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment

 

 

Direct Reports

Guest Services Shift Leader, Guest Services Agent

What are we looking for?

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 certificate- required

§   Diploma or University degree in Hotel & Catering Management- desirable

§   At least 3~5 years working experience in a similar role (5 star hotel)

§   Computer skills – Opera, HOTSOS, KIPSU

§   Solid communication skills

§   Competent English language skills and proficient in Korean

§   Additional language skills- desirable

 

 

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 a century, Hilton has offered business and leisure travelers 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!

Make every future a success.
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