The Guest Experiences Executive is dedicated to delivering exceptional guest experiences through responding to pre-booking requests, proactive guest interactions, upselling opportunities, and seamless on-site execution. This role serves as a vital point of contact for guests, ensuring every experience is memorable and aligned with the highest standards of service.


What will I be doing?

 

As the Guest Experiences Executive, you will be responsible for performing the following tasks to the highest standards:

      Proactively respond to pre-booking requests and upselling opportunities on-site, via email, phone, and digital platforms,                          including WhatsApp Business Chat and Kipsu.

Manage incoming telephone calls and promptly respond to inquiries with accuracy and warmth.

Maximize on-site upselling opportunities to enhance guest experiences and increase revenue.

Handle both internal and external correspondence effectively, maintaining a courteous and professional tone.

Maintain a proper filing and trace system, especially in Opera, for the departments involved in the arrangements to carry                        out the services requested by the guests.

Providing creative suggestions especially for surprise arrangements, welcome amenities and gifts, anniversary celebration or                 alike.

Maintain the highest standard of professionalism, ethics and attitude towards clients and colleagues.

Always ensure that a hospitable service atmosphere is projected at all times in the hospitality business.

Carry out 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?

 

A Guest Experiences Executive 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:University graduate.

Minimum 2 year of experience in a similar capacity with international chain hotels.

Excellent command of written and spoken English. Any additional language will be an advantage.

Good communication and interpersonal skills.

Proficient in computer systems, MS Office Suite, Excel, Outlook, Publisher

Proficient in Opera or OnQ PMS 

Good team player.

Able to 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.  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!