Guest Services & Communications Lead

Hilton; Kuwait; On-site; KWD 12,000 - 18,000; Full time

Job summary

Hilton is seeking a Guest Services professional to manage daily calls and guest messages, ensuring timely and accurate responses for guests and management.

You will uphold Hilton’s brand standards, assist other departments as required, and demonstrate extensive knowledge of hotel facilities and local attractions. Strong customer service and IT skills are essential for success in this role.

Qualifications

• Positive attitude and good communication skills, especially on the telephone.
• Commitment to delivering a high level of customer service.
• Ability to work on your own and as part of a team.
• Competent level of IT proficiency.
• Previous experience in a customer-focused industry (advantageous).

Responsibilities

• Manage the daily calls and guest messages operations.
• Achieve positive outcomes from guest queries in a timely and efficient manner.
• Ensure all messages are correctly and promptly accepted and delivered for both guests and management.
• Ensure all wake-up calls take place at the correct time.
• Demonstrate knowledge of all hotel facilities and services and use up-selling techniques to promote these offerings when appropriate.
• Handle emergency calls immediately and relay comprehensive and accurate information as required.
• Demonstrate a high level of customer service at all times.
• Comply with hotel security, fire regulations, and all health and safety legislation.
• Attend appropriate training courses when required.
• Demonstrate a knowledge of all hotel services, local attractions, and landmarks in the hotel vicinity.
• Follow company brand standards.
• Assist other departments as necessary.

Skills

Customer service

Telephone communication

Teamwork

IT proficiency

Industry experience

Job description

Hilton is seeking a Guest Services professional to manage daily calls and guest messages, ensuring timely and accurate responses for guests and management.

You will uphold Hilton’s brand standards, assist other departments as required, and demonstrate extensive knowledge of hotel facilities and local attractions. Strong customer service and IT skills are essential for success in this role.