The posting
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
The Club Lounge Executive is to provide professional service with warm hospitality to our guests by delivering consistent quality service to all guests at all-time and ensuring their lounge visit will become a memorable experience. He / she ensures guest requests are fulfilled, maintains high levels of guest satisfaction and resolving guest challenges throughout their stay in our hotel during the assigned shift.
What will you be doing?
As the Club Lounge Executive, you will be responsible for performing the following tasks to the highest standards:
- Understand departmental objectives for self and team, and work together to achieve the goal accordingly.
- Welcome every guest with a genuine, warm, and personalized greeting with a positive and clear speaking voice, listen and understand requests, respond with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc.
- Address guests by name and recognize repeat / VIP guests and treated personally and recognized as an individual with their preferences
- Demonstrate strong emotional intelligence by read guest cues and adapt service style accordingly
- Build natural rapport through friendly conversation and attentive presence
- Promote Hilton Honours and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honours members receive personal and professional service that recognizes them as important guests and that their benefits are received.
- Responsible for maintaining hygiene and cleanliness standards in the Executive Lounge and upkeep of all service equipment.
- Responsible for all service / buffet preparations before, during and after the service (mis-en-place).
- Serve / Refills beverages with grace, confidence, and attention to detail.
- Proper handling of equipment throughout the department.
- Ensure compliance with F&B audit requirements.
- Thorough menu and F&B product knowledge.
- Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their 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 raised by guests
- Remain calm and alert especially during emergency situations and heavy hotel activity.
- Plan and implement detailed steps by using experienced judgment and discretion.
- 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 to team members and guests.
- Handle complaints promptly and efficiently, taking the necessary action, and informing the Assistant Executive Floor Manager or Executive Floor Manager to follow-up where appropriate including all operational issues.
- Maintain awareness of guests’ profile & specific preferences, ensuring that they are acted.
- Apply Hilton value 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
- Keeping up to date with information on facilities, attractions, and places of interests, sightseeing and activities in and around the hotel.
- Effectively communicate, coordinate and cooperate with Housekeeping, F&B, Engineering, and other relevant departments.
- Report problems with hotel systems, hardware or facilities to the appropriate parties and follow-up to ensure that corrective action has been taken.
- 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 front desk stock is managed and not wasted, maintaining costs where applicable.
What are we looking for?
A Club Lounge Executive 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:
- Able to perform moderately complex mathematical calculations without error.
- Able to read, listen and communicate effectively in English, both verbally and in writing to meet business needs.
- Able to access and accurately input information using a moderately complex computer system.
- Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
- Good interpersonal skills to provide overall guest satisfaction.
- Able to work under pressure and deal with stressful situations during busy periods.
- 1 or 2 years of related working experience 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 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!
