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Form of workJob Purpose
As an Executive Lounge Manager in the Front Office Department, you are responsible for managing the daily guest experience throughout the Hotel, with particular focus on the Executive Lounge experience, VIP, and loyalty guests. You will drive loyalty and guest satisfaction as the Hotel’s Hilton Honors Champion, and proactively manage all aspects of the guests’ stay experience. This involves direct supervision and leadership of Front Office and Executive Lounge front-line team members to achieve Hotel KPI’s, proactively enhancing the guest experience journey, handling guest complaints, and delivering exceptional guest experiences, as well as performing other tasks associated with the operation.
Your service philosophy will be to fill the earth with the light and warmth of hospitality by bringing Hilton’s values to life in your everyday actions.
Duties/responsibilities
- Manage and support daily Executive Lounge Operations
- Manage a small team, ensuring that brand standards are met and guest expectations are exceeded
- Handle guest requests, inquiries and complaints
- Ensure all guest supplies and amenities are offered and replenished to the required standards
- Ensure your team maintains a professional manner and are up to date with VIP guest movements, hotel events, local attractions and activities
Skills/experience
- A minimum of 2 years supervisory or management experience, preferably in a large business hotel Executive Lounge, Front Office or Outlet
- Fluent in the English language in order to communicate professionally with guests and team members, both in person and over the telephone
- A passion for delivering exceptional guest experiences
- Competent in use of computers and IT systems
- Demonstrated ability to resolve problems and conflict, and work efficiently under pressure
- Well-presented, organised and calm personality
It would be advantageous for you to demonstrate the following capabilities:
- Previous experience in Executive Lounge in a hotel environment
- Experience in using OnQ Property Management Systems
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. We are committed to an equitable and inclusive workforce an environment where Team Members can be their authentic selves with opportunity for all to learn, grow, succeed and thrive. Joining this award winning, Global #1 Great Place to Work culture means:
- A monthly dry cleaning allowance for your business wardrobe
- Free team member meals served fresh daily
- 100 discounted travel nights per year for you, your friends or family to enjoy at any of our 7000+ hotels located in 122 countries and territories around the World
- Food & Beverage discounts so you don't just stay when you travel but also enjoy dining experiences
- Access to Hilton University training, offering more than 3000 learning programs
- Flexibility so you can Thrive and make space for what matters most
