Job Description

Actively seek verbal feedback from customers. 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 keep the Guest Service Supervisor / Guest Service Manager aware. Follow-up with all guests to ensure satisfaction with problem resolution (service recovery). Maintain awareness of guests' profiles and specific preferences, ensuring that they are acted upon for each reservation. Maintain guest histories to assist with returning guests. Ensure that the shift is reviewed, handovers and briefings are carried out. Make sure all customers' requests and queries are responded to promptly and effectively as prescribed by Hilton brand standards. Up to date with information on facilities, attractions, and places of interests, sights and activities in and around the hotel. Be pro-active towards customers, assisting them with any reasonable requests. Have detailed knowledge of and adhering to department and team standards as well as Hilton brand standards. Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service. Implement and follow through with improvements identified. Communicate effectively with customers and team members. Plan ahead and ensure adequate resources are available. Maintain in-depth technical knowledge and skills required for the job. Attend an participate in regular Front Office and other related meetings. Understand the goals of the hotel and the department's role in achieving it. Work cooperatively with others. Follow company control procedures. Control costs without compromising standards. Participate in section training plans to meet business needs. Participate in all training activities and appropriate product knowledge courses. Understand relevant Health & Safety legislations and their implications on the operation of the department. Ensure that safe and healthy working practices are implemented at all times. Maintain personal presentation to hotel and Hilton standards. Ensure all reporting and servicing deadlines are met on a timely basis. Adhere to the hotel's security and emergency policies and procedures. 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.
Job Type: Full-time

Pay: RM2,300.00 - RM2,500.00 per month

Benefits:

* Meal provided