Guest Service Executive

Hilton Hotels; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

An established industry player in hospitality seeks a Guest Service Executive to serve as an ambassador for guests. This role involves greeting guests warmly, providing information about local attractions, and ensuring guest satisfaction through effective communication and problem-solving. You will assist guests with transportation, dining, and recreational activities, while also addressing complaints with a calm demeanor. Join a dynamic team where your contributions will enhance the guest experience and create memorable stays. If you are passionate about hospitality and enjoy helping others, this opportunity is perfect for you.

Qualifications

• Ability to deal with customers requiring patience and tact.
• Basic mathematical skills for complex calculations.

Responsibilities

• Greet guests with a friendly welcome and respond to inquiries.
• Arrange transportation and confirm activities for guests.
• Handle guest complaints and negotiate effective solutions.

Skills

Customer Service

Conflict Resolution

Mathematical Skills

Effective Listening

Patience and Diplomacy

Job description

A Guest Service Executive acts as an ambassador of the hotel by providing special assistance and information about local area attractions to guests and patrons, offering a wide selection of alternatives for guest satisfaction. Arranging local tours, assisting in transportation, and facilitating other services not offered by the hotel in particular.

What will I be doing?

As a Guest Service Executive, you are part of the Concierge team and act as a connection between Guests and various hotel departments. You are responsible for performing the following tasks to the highest standards:

1. Greets guests immediately with a friendly and sincere welcome. Responds to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, car rentals, and airline shuttle service, etc. according to individual needs.
2. Answers telephone calls and inputs messages into the computer. Retrieves messages and communicates contents to the guest. Retrieves mail, small packages, and facsimiles for guests as requested. Arranges transportation for the guests.
3. Arranges and confirms recreation, business, and dining activities both inside and outside the hotel. Promptly responds to requests for dentists, doctors, child care, florists, etc.
4. Responds to guest complaints, conducts research to develop the most effective solutions, and negotiates results. Listens and assists in resolving problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity.

What are we looking for?

A Guest Service Executive serving Hilton Brand hotels 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:

1. Ability 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 to resolve conflicts.
2. Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare complex mathematical calculations without error.
3. Ability to listen effectively and comprehend the English language to understand and obtain instructions and information.
4. Ability to see and hear in order to observe and detect signs of emergency situations.

Desired Candidate Profile

Company Industry

• Hotels
• Hospitality

Department / Functional Area

• Administration

Keywords

• Guest Service Executive