Guest Service Executive

Hilton Worldwide, Inc.; Medina; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading global hospitality company is seeking a front desk manager in Medina. Responsibilities include managing operations, resolving guest issues, and leading the guest service team to provide exceptional experiences. The ideal candidate will possess strong customer service skills, effective listening abilities, and should be capable of handling mathematical tasks. Join a renowned organization that emphasizes exceptional hospitality and team unity.

Qualifications

• Ability to effectively deal with internal and external customers with patience and tact.
• Basic mathematical skills using a calculator for calculations.
• Ability to listen and comprehend the English language for instructions.
• Ability to observe and detect signs of emergency situations.

Responsibilities

• Assign and instruct Guest Service Agents and other staff.
• Manage front desk operations and ensure efficient check-in/check-out.
• Resolve customer complaints effectively.
• Communicate effectively and conduct daily pre-shift meetings.
• Prepare for group arrivals and ensure high service levels.

Skills

Customer service skills

Mathematical skills

Effective listening

Observational skills

Job description

Job Number: HOT0C5CY

Work Locations

DoubleTree by Hilton Madinah Gate, Madinah Station, Madinah Railway station, located at Al Hadra District, Madinah

Responsibilities

• Assign and instruct Guest Service Agents, Operators and Bell Attendants in details of work
• Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel.
• Assist Guest Service Agents, Operators, Reservation Agents, Bell Attendants and other departments with any questions or requests
• Resolve customer complaints by conducting thorough investigation of the situation and coming up with the most effective resolution
• Prepare and conduct daily pre‑shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Hilton Standards
• Perform other duties assigned by the Front Office Manager or Assistant Front Office Manager
• Respond promptly to guest requests for a supervisor or manager
• Ensure that a detailed hand over is carried out between shifts including the volume of business, special guests, tasks to be clarified/completed and any special events that are taking place
• Ensure a high level of product knowledge of the hotel and the local area, and know what is happening in the hotel
• Ensure our customers receive a fast, efficient and friendly check‑in and check‑out
• Ensure all customers’ queries or requests are handled in a polite, efficient manner and a high level of customer service is consistently maintained
• Preparation and co‑ordination of group arrivals/departures.
• Ensure a good performance‑oriented working environment within the department and motivate the staff
• Participate regularly in training courses and put the skills learned there into practice
• Receive payment by cash, credit cards, cheques, etc. and is able to post these in the computer correctly
• Have detailed knowledge of the fire, safety and evacuation procedures of the hotel
• Have knowledge of all the equipment and installations on the Executive Floor, and be able to work there independently in conformity with the established standard and take over shifts if necessary

Qualifications

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

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!

Job Category

Guest Services, Operations, and Front Office