Executive Floor Manager

2 weeks ago

พทยา ชลบร, Thailand Hilton Full time

Executive Floor Manager

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

The Executive Floor Manager greets and registers guests, providing prompt and courteous service. He / she checks guests out of the hotel and resolves guests' challenges throughout their stay in the hotel, upgrading or promoting hotel services and amenities, upselling products to guests.

**What will I be doing?**

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

- Complete the registration process by inputting and retrieving information from the computer system, confirming pertinent information including number of guests and room rates.
- Make appropriate selection of rooms based on guest needs, coding electronic keys and non-verbally confirming room numbers and rates.
- Promote and administer Hilton marketing programs such as Hilton Honors to arriving guests, ensuring that guests know location of rooms containing room keys, tokens of appreciation and gifts to guests, etc.
- Ensure that rooms and services provided by the hotel are correctly accounted for within guests' statements, assisting guests with check out payments or charges, accepting and recording vouchers, credit card transactions, traveller's checks and other forms of payment, converting foreign currency at current posted rates.
- Greet customers immediately with a friendly and sincere welcome using a positive and clear speaking voice, listening to understand requests, responding with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc.
- Receive special requests from guests and respond appropriately or forward requests to appropriate team members for decisions and actions.
- Retrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other special items for customers as requested.
- Record guests' complaints, conducting thorough research to develop the most effective solutions and negotiate results.
- Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
- Remain calm and alert especially during emergency situations and heavy hotel activity.
- Plan and implement detailed steps by using experienced judgment and discretion.
- Take on an 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 when required, attending formal training sessions and on the job trainings to ensure standards and develop skills and abilities.
- Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
- Take on an active role in the Executive Floor team, ensuring effective communication and working as a team in order to reach goals and targets.
- Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
- Check-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, Hilton Honors and Frequent Flyer numbers enquired about, and method of payment secured.
- Ensure that guests are escorted to their rooms and that 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 the Duty Manager or Guest Relations Manager to follow-up where appropriate.
- Follow-up with all guests to ensure satisfaction with problem resolution.
- Maintain awareness of guests' profiles and specific preferences, ensuring that they are acted upon for each reservation.
- Ensure that VIP guests are treated personally and recognized as an individual.
- Assist the Guest Service Manager by blocking rooms according to guests' preferences.
- Print welcome letters from the Guest Relation Manager, and for 1st time stay Hilton Honors guests, arrange welcome cards and ensure that they are placed in guests' rooms or presented at the time of arrival.
- Coordinate with Amenity Butlers to arrange in-room amenity set

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