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https://hilton.taleo.net/careersection/hww...64&src=JB-11960Executive Lounge Attendant (Job Number: HOT04ADY)
Work Locations: Hilton Sydney 488 George Street Sydney 2000
JOB PURPOSE
Our Executive Lounge offers the utmost level of personalised customer service to our HHonors, VIP and special guests. You will be part of the team that looks after our customers – both internal and external. This will involve assisting our guests for the duration of their stay with us, ensuring they have an outstanding experience in every aspect. You must be proactive to ensure a smooth operation and the highest standard of customer service.
Your service philosophy will be to fill the earth with the light and warmth of hospitality by bringing Hiltons values to life in your every day actions.
JOB OUTCOMES
General
•To check in all VIP/Lounge guests to the Hotel in an efficient and welcoming manner, ensuring an outstanding first impression and meeting all brand standards
•To be totally familiar with all facilities, functions and special events in the Hotel on a daily basis, assisting guests with any inquiries
•To be fully conversant with Hotel room types and availability, assisting all guests with reservation inquiries and bookings
•To provide guests services such as currency exchange, safety deposit box facilities and cash advances where authorised
•To check out all Hotel guests with Executive Lounge access, in an efficient and timely manner, ensuring correct cashiering procedures are followed and all charges are posted appropriately
•To be respectful of our guest’s privacy, ensuring their every request in this regard is strictly adhered to and their details remain confidential
•Comply with all company policies
•Comply with all systems and procedures as laid down by the Director of Operations, Front Office Manager and Hilton Worldwide
•Ensure grooming within the department is in line with the Hotel policy
•To be fully conversant with the Hotel Emergency and Evacuation procedures, and participate in regular emergency procedure checks
•Participate and assist in creating a team environment through living the Hilton Values
•Ensure all Executive Lounge correspondence is completed within 24 hours
•Any other duties assigned by the Executive Lounge Manager, Director of Operations or Front Office Manager
Executive Lounge Reception
•Promote and sell additional hotel services and facilities to drive revenue and guest experience
•Be part of a team that work with a sales focused attitude and are aware of sales opportunities within the hotel which will assist with the maximisation of revenue
•Be aware of all room revenue targets and keep informed of performance results
•Adhere to hotel selling strategies
•Actively promote selling and up-selling initiatives at Reception, through the use of RevMax
Customer Service
•The service of food and beverages at all Executive Lounge events and functions including buffets, breakfasts, lunches, dinners, cocktail parties, morning and afternoon teas and any other functions which occur
•Collect food items from the Main Kitchen and set up the buffet prior to service. Return trolleys and dirty items following service
•Clear tables and ensure the Lounge remains tidy for our Guests at all times.
•Wash and replace crockery, glasses, cutlery etc
•Restock the storage cabinets and self-service areas
•The ability to engage with our guests through conversation
•Delight guests with extraordinary service by giving a little more of your best with every service you provide
•To know who our customers are and provide them with the product and service they want
•Actively solicit customer feedback
•Be aware and focus to improve on results from SALT and QA
•Create 9/10 guest experiences as measured by SALT in all interactions with guests
•Ensure a high level of product knowledge of the hotel and local area
•Ensure all standards are adhered to and maintained
•Resolve guest complaints/concerns/issues using “Make it Right” principles with the intent of achieving guest problem resolution ratio
•Be Focused team on hospitality and customer service
•Ensure that our Customers receive a fast, efficient and friendly check-in and check out
•Co-ordinate with the Kitchen to ensure that all Food servings are consistently to a high standard and on time.
Loyalty Programs
•To deliver loyalty program benefits and promote enrolment of Hilton HHonors
•Achieve hotel enrolment targets
•Be fully aware of the benefits of Hilton HHonors and promote them to the guest
•Actively promote the benefits of double dipping upon check-in to frequent flyer only customers thereby reducing the percentage of frequent flyer only stays
•Ensure all Hilton HHonors members receive the benefits they are entitled to
•Administer programs as per Hilton Worldwide standards
•Increase guest loyalty and return business by ensuring all guests receive benefits associated with their HHonors-status or are offered to join the HH program
Team Management
•Be pro-active in developing team and individual skills
•Be self-motivated and perform to the highest level
•Ensure you regularly attend communication meetings held within the department
•Ensure the Job Skills Checklist (JSC) is followed
•Ensure training records are kept updated and planned training completed
•Ensure communication between Executive Lounge and all other areas of the hotel is professional, efficient and thorough
Maintenance of Systems & Procedures
•To ensure all systems are kept up to date with accurate information and Hilton Worldwide standards are complied with fully
•Maintain accuracy of guest profiles
•Adhere to company credit policies to ensure all expected revenues are secured
•Review, maintain and implement systems and procedures as directed
•Ensure daily shift handovers are conducted in a professional and constructive manner
•Ensure system is being maintained as per company policies and procedures
•Ensure accuracy of data transfer from registration cards
Workplace Health and Safety
Team members will be accountable to their supervisor or manager for:
•Working in a safe and healthy manner and encouraging the safe behaviour of their peers
•Taking reasonable care for the health and safety of themselves and others (team members, contractors, guests, members of the public) at the hotel.
•Keeping their work area safe, clean and tidy
•Accepting and abiding by, the intent and instruction of the WHS policy
•Participating in all WHS consultative meetings, emergency response rehearsals and reviews
•The immediate reporting (to their direct supervisor) of all hazards which may cause injury, ill health or damage and to actively participate in programs undertaken to eliminate or control such hazards to the extent to which they are authorised and/or qualified
•The immediate reporting of all incidents – no matter how small to their direct supervisor
•Undertaking all training in safe work practices, system requirements, and where necessary, re-training
•Participate and cooperate in the rehabilitation and return to work program if injured
•Wearing and maintaining all personal protective equipment (PPE) as required by the job or work environment
•Cooperate with Hilton regarding any requirement that is enforced in the interests of health, safety and welfare at work.
•Possible physical duties;
◦Reaching, lifting paperwork, brochures, stationary etc
◦Standing up to/ or greater than eight hours
THE PERSON – QUALIFICATIONS, SKILLS AND EXPERIENCE
•Passionate, innovative, exciting initiatives delivered with consistency and excellent attention to detail
•Positive attitude and willingness to be involved and interact with the overall Hilton team both at an individual and team level
•Previous experience within Hospitality or Customer Service
•Fluent in the English language in order to communicate professionally with guests and team members, both in person and over the telephone
•Committed to personal development
•Competent in use of computers & IT systems. Previous experience with an integrated property management system and Electronic Ordering System preferred
•Demonstrated ability to resolve problems and conflict
•Possesses a valid NSW Responsible Service of Alcohol certificate/card and must also maintain the card’s currency.
•Previous food hygiene experience is desirable
•Time management and ability to follow directions
•Immaculate grooming as per Hotel and department guidelines
•Demonstrated ability to resolve problems and conflict
•Flexible working hours including weekends, early mornings and late nights (access to public transport is vital)
Schedule: Part-time
Brand: Hilton Hotels & Resorts
Shift: Full Availability
Job Level: Team Member
Job: Guest Services and Front Office
