Guest Services Executive - Conrad Services Centre

About the role

The Conrad Services Centre Guest Services Executive is the first point of contact for guests, ensuring smooth check-ins and check-outs and resolving guest inquiries quickly. The role also oversees the Conrad Service Team's daily activities and supports the Conrad Services Center Manager in communicating updates from the various departments by phone.

Key responsibilities

• Answer internal and external calls and e-mails about guest requests, restaurant bookings and special requests, and handle several calls at once
• Follow the Forbes standards for a pleasant and courteous manner on calls
• Keep guest history accurate, give directions to the hotel, and liaise with the Duty Manager on guest comments
• Update the restaurant guest database regularly, tracking birthdays and anniversaries so regulars and VIPs can be offered reservations
• Handle enquiries, groups and daily reservations, and promote Hilton Honors to non-members
• Follow Hilton grooming standards, maintain the hotel's telephone and mobile phone inventory, and keep the Conrad Service Center secure
• Know the emergency procedures, keep wake-up calls recorded, and know daily hotel events and in-house VIPs
• Be ready for a system-down situation with a practical manual backup, and know the procedures for Kipsu, SynergyMMS and OnQ PM

Required profile

• Experience or qualifications in hospitality, tourism, customer service or a related field are advantageous
• Professional appearance and commitment to Hilton grooming standards
• Strong communication and interpersonal skills, teamwork and organisation
• Ability to work rotating shifts, weekends and public holidays when required

Required skills

• Basic proficiency in Microsoft Office and hotel operating systems is an advantage

What we offer

• Travel perks through the Go Hilton programme, with up to 110 nights of discounted travel
• Health plans covering checkups, dental cleanings and glasses