Hilton Jobs

The Executive LoungeManager greets and registers guests,providingprompt and courteous service.He / she checks guests out of the hoteland resolves guests’challenges throughout their stay inthehotel, upgrading or promotinghotel servicesandamenities,upsellingproducts to guests.

What will I be doing?

As the Executive LoungeManager, you willbe responsible forperforming the following tasks to the highest standards:

Complete the registration process by inputting and retrieving information fromthecomputersystem,confirming pertinent information including number of guests and roomrates.

Makeappropriate selectionof rooms based on guestneeds,codingelectronickeysandnon–verbally confirmingroom numbersandrates.

Promote and administer Hiltonmarketing programs such as HiltonHonorstoarrivingguests, ensuring thatguests know location ofroomscontainingroomkeys,tokens ofappreciation andgiftsto guests,etc.

Ensurethatrooms and servicesprovided by the hotelare correctly accounted for within guests’statements,assistingguests with check out payments orcharges, acceptingand recordingvouchers, creditcard transactions,traveller’schecksand other forms ofpayment,convertingforeign currency at current postedrates.

Makeappropriate selectionof rooms based on guestneeds,codingelectronickeysandnon–verbally confirmingroom numbersandrates.Promote and administer Hiltonmarketing programs such as HiltonHonorstoarrivingguests, ensuring thatguests know location ofroomscontainingroomkeys,tokens ofappreciation andgiftsto guests,etc.Ensurethatrooms and servicesprovided by the hotelare correctly accounted for within guests’statements,assistingguests with check out payments orcharges, acceptingand recordingvouchers, creditcard transactions,traveller’schecksand other forms ofpayment,convertingforeign currency at current postedrates.

Greet customersimmediatelywith a friendly and sincere welcomeusinga positive and clear speakingvoice,listeningto understandrequests,respondingwithappropriate actionsandprovideaccurateinformation such on outlethours,special VIPprograms,events,etc.

Receive specialrequests fromguests andrespond appropriately or forward requests toappropriate teammembers for decisions and actions.

Promptly answer the telephone and emailinquiries, inputtingmessages into the computer and advise other team members onspecial guests’needs.

Retrievemessages and communicate the content toguests, retrievingmail,packages and facsimiles or other special items for customers asrequested.

Recordguests’complaints,conducting thorough research to develop the most effective solutions and negotiateresults.

Receive specialrequests fromguests andrespond appropriately or forward requests toappropriate teammembers for decisions and actions.Promptly answer the telephone and emailinquiries, inputtingmessages into the computer and advise other team members onspecial guests’needs.Retrievemessages and communicate the content toguests, retrievingmail,packages and facsimiles or other special items for customers asrequested.Recordguests’complaints,conducting thorough research to develop the most effective solutions and negotiateresults.

Listen and extendassistancein order toresolve problems such as priceconflicts,insufficientheatingor airconditioning,etc.

Remain calm and alert especially during emergency situations and heavy hotelactivity.

Plan and implement detailed steps by using experienced judgment anddiscretion.

Takeonan active role in the team by being kind, cooperative,and helpful,never forgetting the person behind the guest.

Actively take part in training where and whenrequired, attending formal training sessions and on the job trainingsto ensure standards and develop skills and abilities.

Remain calm and alert especially during emergency situations and heavy hotelactivity.Plan and implement detailed steps by using experienced judgment anddiscretion.Takeonan active role in the team by being kind, cooperative,and helpful,never forgetting the person behind the guest.Actively take part in training where and whenrequired, attending formal training sessions and on the job trainingsto ensure standards and develop skills and abilities.

Contribute to the hotel and team by sharingnew ideasand suggestions for improvements, being innovative and creative toprovidequality service and customer care to team members and guests.

Takeonan active role in the ExecutiveLoungeteam, ensuring effective communication and working as a teamin order toreach goals and targets.

Createa warm and welcoming arrival for guests, ensuring that they feel expected andimmediately“at-home” when they arrive.

Check-in guestsin accordance withtheir reservation details, ensuring that the registration card is completed, reservation information confirmed, HiltonHonorsand Frequent Flyernumbersenquired about, and method of payment secured.

Ensurethat guests are escorted to their rooms andthat hotel facilities and room features are explained, and luggage is delivered in a prompt manner.

Takeonan active role in the ExecutiveLoungeteam, ensuring effective communication and working as a teamin order toreach goals and targets.Createa warm and welcoming arrival for guests, ensuring that they feel expected andimmediately“at-home” when they arrive.Check-in guestsin accordance withtheir reservation details, ensuring that the registration card is completed, reservation information confirmed, HiltonHonorsand Frequent Flyernumbersenquired about, and method of payment secured.Ensurethat guests are escorted to their rooms andthat hotel facilities and room features are explained, and luggage is delivered in a prompt manner.

Handle complaints promptly and efficiently, taking the necessary action, informing theFront Office Manager orDuty Managertofollow-up whereappropriate.

Follow-up with all guests to ensure satisfaction with problem resolution.

Maintain awareness of guests’profilesand specific preferences, ensuring that they are acted upon for each reservation.

Ensure that VIP guests are treated personally and recognized as an individual.

Coordinate withDuty Mangerto arrange in-room amenity set-ups according to VIP level and for special occasions –Birthdaysand Honeymoon.

Follow-up with all guests to ensure satisfaction with problem resolution.Maintain awareness of guests’profilesand specific preferences, ensuring that they are acted upon for each reservation.Ensure that VIP guests are treated personally and recognized as an individual.Coordinate withDuty Mangerto arrange in-room amenity set-ups according to VIP level and for special occasions –i.e.Birthdaysand Honeymoon.

Facilitate the operation of the VIP gift amenitiesmenu by offering it to guests, ensuring that VIPs receive their chosen amenities.

Liaisewith Sales,Reservationsand the Business Development team to handle corporate guests.

Promote HiltonHonorsand its associated benefits to guests who are not already enrolled in the program, ensuringthat existing HiltonHonorsmembers receive personal and professional service that recognizes them as important guests and that their benefits are received.

Provideextra services for VIP guests including offeringofrefreshments, coldtowelsand other courtesies upon arrival.

Ensure a prompt and efficient departure by settlingguest’saccounts as per billing and reservation instructions,ensuring that allguests’folios are correct.

Liaisewith Sales,Reservationsand the Business Development team to handle corporate guests.Promote HiltonHonorsand its associated benefits to guests who are not already enrolled in the program, ensuringthat existing HiltonHonorsmembers receive personal and professional service that recognizes them as important guests and that their benefits are received.Provideextra services for VIP guests including offeringofrefreshments, coldtowelsand other courtesies upon arrival.Ensure a prompt and efficient departure by settlingguest’saccounts as per billing and reservation instructions,ensuring that allguests’folios are correct.

Input informationintoOnQPMregarding guests, ensuring accuracy and that all details arecompleted,andtheinformation can be clearly understood by other team members.

ApplyHiltonbrandstandards ineach and everyaction, acting as a role model and example of how the standards should be carried out in a practical setting.

Knowledgeableof thehotel’sfacilities and services as well as basic knowledge of Hilton International, MEAPandother properties in Japan.

Keep up to date with information on facilities, attractions,and placesof interests,sightsand activities in and around hotel.

Ensure that the overall appearance of the Executive loungeis neat and tidy at all times.

ApplyHiltonbrandstandards ineach and everyaction, acting as a role model and example of how the standards should be carried out in a practical setting.Knowledgeableof thehotel’sfacilities and services as well as basic knowledge of Hilton International, MEAPandother properties in Japan.Keep up to date with information on facilities, attractions,and placesof interests,sightsand activities in and around hotel.Ensure that the overall appearance of the Executive loungeis neat and tidy at all times.

Effectively communicate,coordinateand cooperate with Housekeeping, F&B,Engineeringand IT.

Report problems with hotel systems, hardware or facilities to theappropriate partiesand follow-up to ensure that corrective actionshavebeen taken.

Prepare the Executive Lounge for F&B service,monitoringservice and preparation areas to ensure cleanliness and presentation standards.

Ensure that theExecutiveLoungeManager is kept aware and up to datewithoperational issues.

Pass on information effectively, ensuring that all necessary details are communicated to the intended person,any pending action iscompleted,and guest satisfactionisconfirmed.

Report problems with hotel systems, hardware or facilities to theappropriate partiesand follow-up to ensure that corrective actionshavebeen taken.Prepare the Executive Lounge for F&B service,monitoringservice and preparation areas to ensure cleanliness and presentation standards.Ensure that theExecutiveLoungeManager is kept aware and up to datewithoperational issues.Pass on information effectively, ensuring that all necessary details are communicated to the intended person,any pending action iscompleted,and guest satisfactionisconfirmed.

Attend daily briefings, shift handovers, meetings and readthelogbookon a daily basis.

Ensure that the day-to-day functions of the Executive Lounge are completed, including but not limited to checklists, trace reports, credit limit checks, and online back-ups.

Monitortheinventoryforthe Executive Lounge’s stock(if there is any)to ensure that all items provided to guests are returned and are accounted for.

Checkregistration cards,information onmeetingsand functions, billing instructions, and reservation backupsto ensure that all information received isacted uponaccordingly.

Ensure that the Executive Lounge’sstock is managed and not wasted,maintainingcostswereable.

Ensure that the day-to-day functions of the Executive Lounge are completed, including but not limited to checklists, trace reports, credit limit checks, and online back-ups.Monitortheinventoryforthe Executive Lounge’s stock(if there is any)to ensure that all items provided to guests are returned and are accounted for.Checkregistration cards,information onmeetingsand functions, billing instructions, and reservation backupsto ensure that all information received isacted uponaccordingly.Ensure that the Executive Lounge’sstock is managed and not wasted,maintainingcostswereable.

Keep up to date and aware of competitor activitiesin order tobe informed.

Adhereto the hotel selling strategy of Demand Based Pricing andmaintainrate integrity by offering clear, transparent, and value for money rates to guests.

ComplywithHealth & Safety, Emergency Management,theDisastermanual, and Fire procedures and regulations, takingpart in the fire team when and where directed.

Adhere strictly to standard cash handling procedures, ensuring to balance float and drop the required amount,managingcash, credit cardtransactions, city ledgers,vouchersand all other forms of payment correctly.

Adhere to the company’scredit policy at all timeswhen handling cash, credit card transactions, city ledgers,providingcurrency exchange services, LPO andpayments for rooms, meetings, F&Band any other charges that may be incurred by guests.

Adhereto the hotel selling strategy of Demand Based Pricing andmaintainrate integrity by offering clear, transparent, and value for money rates to guests.ComplywithHealth & Safety, Emergency Management,theDisastermanual, and Fire procedures and regulations, takingpart in the fire team when and where directed.Adhere strictly to standard cash handling procedures, ensuring to balance float and drop the required amount,managingcash, credit cardtransactions, city ledgers,vouchersand all other forms of payment correctly.Adhere to the company’scredit policy at all timeswhen handling cash, credit card transactions, city ledgers,providingcurrency exchange services, LPO andthird partypayments for rooms, meetings, F&Band any other charges that may be incurred by guests.

Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.

Maintain the efficiency of departure by checking allguests’folios to ensure accuracy of charges.

Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest.

Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring thatguests receive value for money and adhereto Hiltonbrandstandards.

Attempt to communicate with guestsin guests’nativelanguage,ifapplicable.

Maintain the efficiency of departure by checking allguests’folios to ensure accuracy of charges.Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest.Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring thatguests receive value for money and adhereto Hiltonbrandstandards.Attempt to communicate with guestsin guests’nativelanguage,ifapplicable.

Remain calmandalert,especially during emergency and heavy hotelactivity,resolvingcomplications such as location changes or creditissues.

Adhere to the hotel’s security and emergency policies and procedures.

Ensure that all team members have a complete understanding of and adhere to thehotel’steam memberrules andregulations.

Carryout any other reasonable duties and responsibilities as assigned.

The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

Adhere to the hotel’s security and emergency policies and procedures.Ensure that all team members have a complete understanding of and adhere to thehotel’steam memberrules andregulations.Carryout any other reasonable duties and responsibilities as assigned.The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

What are we looking for?

AnExecutiveLoungeManagerservingHilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you shouldmaintainthe attitude,behaviours, skills, and values that follow:

3 or 5 years of related working experience preferred.

Able toperform moderately complex mathematical calculations without error.

Able toperform moderately complex mathematical calculations without error.

Ableto read,listen and communicate effectively in English, both verbally and in writingto meet business needs.

Ableto access and accurately input information using a moderately complex computer system.

Strong leadership and communication skills.

Ableto effectively deal with internal and external customers, some of whom will requirehigh levelsof patience,tactand diplomacy to defuse anger, collectaccurateinformation and resolve conflicts.

Good interpersonal skills toprovideoverall guest satisfaction.

Ableto access and accurately input information using a moderately complex computer system.Strong leadership and communication skills.Ableto effectively deal with internal and external customers, some of whom will requirehigh levelsof patience,tactand diplomacy to defuse anger, collectaccurateinformation and resolve conflicts.Good interpersonal skills toprovideoverall guest satisfaction.

Ableto work under pressure and deal with stressful situations during busy periods.

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 (http://jobs.hiltonworldwide.com/our-brands/index.php) . 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: Executive Lounge Manager-Hilton Okinawa Miyako Island Resort

Location: null

Requisition ID: HOT09MD7

EOE/AA/Disabled/Veterans