Guest Experience Manager

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 Service Manager is in charge of the operation of the entire Guest Service department (Front Desk / Restaurant) and the management of Guest Service staff, as well as effective communication with other department managers.
**What will I be doing?**
As the Service Manager, you will be responsible for performing the following tasks to the highest standards:
+ Maximize the benefits of the hotel through effective business operations, ensuring that departmental staff provide consistently high standards of service to guests.
+ Create the highest revenue for the hotel, make plans and monitor sales promotion activities at the Front Desk and Restaurant.
+ Maintain a good relationship with Front Office guests while providing high standards of service.
+ Ensure that the guest service department is operated and managed in a sales mindset, with staff maintaining a sales-conscious mind at all times to assist in maximizing the hotel's revenue.
+ Ensure the timely implementation of necessary plans to achieve the annual revenue budget.
+ Keep the senior management informed of any risk or development opportunities relating to the hotel's pre-determined performance figures.
+ Ensure that every necessary standard is implemented in a timely and effective manner.
+ Ensure that all staff in the Guest Service department are aware of the Room and Restaurant’s sales and revenue targets and are informed of performance.
+ Ensure that expected revenue targets are met in accordance with the company's credit policy.
+ Develop and maintain efficient communication between the hotel and Sales and Revenue departments regarding the search for business opportunities.
+ Ensure effective contact and communication between Guest Services and the rest of the hotel.
+ Lead and motivate team members through training.
+ Examine the training needs of team members, ensuring active participation in vocational training to keep employees at the same level.
+ Act as a mentor to team members, improve staff levels and promote them to achieve the set goals.
+ Plan and train high potential members for the department to improve their performance.
+ Be committed to the hotel work, provide advice for the development of the hotel and have an innovative spirit to provide quality service to customers.
+ Responsible for talent recruitment and manage attrition to make sure there are suitable candidates for all positions, ensuring a consistent level of membership in the department.
+ Take necessary actions to deal with complaints in a timely and effective manner, inform the Guest Relations Manager to follow up, ensuring customer satisfaction with solution.
+ Maintain customer profile and information to ensure effective booking.
+ Daily greet VIP guests and ensure their personalized service.
+ Work with sales, reservations and business development teams to provide guest services.
+ Provide high quality and professional service to Hilton Honorary member customers, recommending other customers to join the membership.
+ Arrange the room according to guest reservation or preference, and do detailed catalogue management, ensuring that the guest file information is input into the public security report system promptly.
+ Follow Hilton brand standards.
+ Know the latest information of the hotel’s surrounding area, places of interest, scenery, etc., to provide convenience to customers.
+ Ensure information is communicated effectively, solve problems in a timely manner to the satisfaction of guests, attend necessary daily meetings, etc.
+ Adhere to hotel safety policies, emergency rules and procedures.
+ Assist the Kitchen to modify the restaurant menu and promote restaurant activities according to the trend of catering development, appropriate demand and sales situation.
+ Evaluate the performance of the restaurant based on its operating performance and financial objectives and make future development plans.
+ Keep team members up to date with the rest of the hotel's activities, including special events, restaurant promotions, etc.
+ Develop yourself and your team by delegating tasks appropriately.
+ Ensure that employees fully understand and follow the contents of the employee handbook.
+ Perform any other reasonable duties as assigned.
**What are we looking for?**
A Service Manager 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:
+ College degree or above with good command of both Chinese and English to meet business needs.
+ 3 to 5 years of experience in Front Desk and Restaurant management.
+ Strong coordination and communication skills.
+ Patient with high sense of responsibility and proactive in dealing with problems.
+ Strong sense of responsibility and self-motivation.
+ A strong team player who can work well independently.
**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!
**Job:** _Guest Services, Operations, and Front Office_
**Title:** _Guest Experience Manager_
**Location:** _null_
**Requisition ID:** _HOT0AE5M_
**EOE/AA/Disabled/Veterans**

Required Skill Profession

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