An Executive Assistant / Guest Relation directly addresses the needs of VIP and long-stay Guests and informs other Team Members of VIP / long-
stay Guest needs in order to ensure an exceptional Guest experience and assist the Cluster General Manager and Hotel Manager in their functions by providing administrative support .
What will I be doing?
A Guest Relations is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards :
Meet, greet and direct Guests who enter the lobby area.
Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements.
Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner.
Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations.
Manage, record and resolve promptly Guest or customer complaints.
Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge.
Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-
selling and promoting when appropriate.
Show creativity with ideas regarding lobby / reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest.
Communicate with the Front Office Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget.
Maintain good communication and work relationships in all hotel areas.
Maintain staffing levels to meet business demands.
Attend all Reception meetings and Executive Lounge meetings.
Comply with hotel security, fire regulations and all health and safety legislation.
Act in accordance with policies and procedures when working with front of house equipment and property management systems.
Assist with other departments, as necessary.
Handle all Executive Office administrative duties such as typing, mail, faxing, photocopying, ordering office supplies.
Maintain confidentiality at all times in regards to sensitive hotel information and follows hotel code of conduct.
Coordinate appointments for the Cluster General Manager and Hotel Manager maximizing flow of work.
Maintain an effective trace / follow up system for items / tasks requiring the attention of the Cluster General Manager.
Prioritize all telephone calls and in-person external and internal visitors to the Executive Office.
Coordinate all travel arrangements including; reservations, transportation, welcome cards, golf, amenities, and in-house meetings and events for the General Manager / Hotel Manager, VIP guests, corporate and ownership visits.
Prepare travel expense reports for the Cluster General Manager / Hotel Manager approval.
Prepare written correspondence on behalf of the Cluster General Manager / Hotel Manager and for approval such as : welcome letters, guest follow-
up letters / emails, etc .
Assist with the follow up of Guest Assistance (GA) / complaints to the Executive Office. In the absence of the Cluster General Manager / Hotel Manager, inform him / her as to action taken and any further follow up required.
Schedule Executive Committee, SALT, Quality Assurance meetings and walkthroughs as required by the Cluster General Manager.
Transcribe and distribute meeting minutes.
Assist the Cluster General Manager by keeping files up-to-date for the various meetings and committees he / she participates on.
Support with internal hotel projects and initiatives, including preparation of various reports, presentations and follow-
up as required by the Cluster General Manager.
Attend, support and / or assist hotel meetings, events and training sessions as required.
Responsible for obtaining signatures of approval from the Cluster General Manager for all internal and external routing of check requests, expense reports, personnel action forms (PAF), Capex forms, and other confidential correspondence as necessary, and distribute in a timely and efficient manner.
Email the weekly Manager on Duty (MOD) roster and week-end / holiday management coverage schedule.
Develop independent rapport with, and knowledge of, clients / contacts for department heads and team members. Professional and positive communication to both guests and fellow associates
Assume additional responsibilities or projects as required or requested by the Cluster General Manager or Hotel Manager
This job description is not an exclusive or exhaustive list of all job functions
that an employee in this position may be asked to perform from time to time.
What are we looking for?
An Executive Assistant / Guest Relation serving Hilton brands 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 :
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions :
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!