Operator job opportunity at Hilton.

Diploma

Guangzhou, China

Guangzhou....China

summarize with Ai

The #Operator organizes and coordinates services to ensure that each customer experiences a memorable stay from arrival, during the stay, through to departure, in line with #Hilton and the hotel policies and procedures __ Actively seeking verbal feedback from customers and team members at every opportunity __ Agree on and implement actions to make improvements to customer #service __ Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received __ Handle complaints promptly and efficiently, taking the necessary action and informing the Guest Service Manager to follow-up where appropriate __ Follow-up with guests to ensure satisfaction with problem resolution (service recovery) __ Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the #Communication #Supervisor __ Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day __ Handle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties and providing information where necessary __ Effectively manage all hotel communications, telephone, fax, mail, in a prompt, courteous and efficient manner __ Be up to date with information on facilities, attractions, places of interest, sights and activities in and around the hotel __ Handle and deliver all messages in a private and confidential manner, ensuring privacy for guests __ Be proactive towards customers, assisting them with any reasonable requests __ Knowledgeable of Hilton departmental standards, ensuring consistency of standards throughout the operation __ Familiar with operating the telephone, FCS, OnQ PM and Micros system __ Take on an active role in the Guest Service Centre __ Describe, assign and delegate duties and authority for the operation of the department at all times __ Coordinate with Housekeeping and Engineering departments to ensure cleaning is followed up __ Communicate effectively with F&B and Kitchen teams to ensure in-room dining’s quality and effectiveness __ Ensure that the shift is reviewed, handovers and briefings are carried out __ Maintain guest histories to assist with returning guests __ Attend and participate in regular operational and hotel meetings __ Forecast potential costs and follow company control procedures __ Regularly review individual and team performance against objectives and provide feedback __ Participate in annual appraisals and identify individual training needs __ Ensure safe and healthy working practices are implemented at all times __ Maintain personal presentation to Hilton standards __ Adhere to the #hotel’s security and emergency #policies and procedures __ Carry out any other reasonable duties and responsibilities as assigned