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Assistant Executive Floor Manager

4 weeks ago

กรงเทพมหานคร, Thailand Hilton Full time

Assistant 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 Assistant 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 our hotel. This role upgrades and promotes hotel services and amenities and upsells products to the guests.

**What will I be doing?**

As the Assistant 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 a computer system, confirming pertinent information including number of guests and room rates.
- Make appropriate selection of rooms based on guest needs, code electronic keys and non-verbally confirm room numbers and rates.
- Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests, ensuring that guests know location of rooms containing room keys, tokens of our appreciation and gifts to guests, etc.
- Ensure rooms and services provided by the hotel are correctly accounted for within guests' statements, assist 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 positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information on outlet hours, special VIP programs, events, etc.
- Receive special requests from guests, respond appropriately or forward requests to appropriate team members for decision and action.
- Take messages and communicate the content to guests, retrieve mail, packages, facsimiles or other special items for customers as requested.
- Field 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, planning and implementing detailed steps by using experienced judgment and discretion.
- Take 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, attend formal training sessions and on the job training to maintain 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 an active role in the Executive Floor team, ensuring effective communication and work 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, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.
- Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager to follow-up, where appropriate.
- Follow-up with 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-ups according to VIP lev