Guest Service Manager

[{{ $ | translate}}] Guest Service Manager
Hilton Beijing Hotel


Job description

Job Summary

A Guest Service Manager maintains frequent contact with Guests by welcoming them on arrival, assisting with departures and providing others services for all Guests.

What will I be doing?

As a Guest Service Manager, you serve as a key connection point between Guests and the hotel as well as other hotel departments. A Guest Service Manager with the hotel property influences the Guest''s first impression, and therefore, must ensure always offer a professional and welcoming disposition. Specifically, the Guest Service Manager will perform the following tasks at the highest level of service:

  • To exemplify in the primary role as Hotel Host.
  • To personally block VIP rooms and ensure rooms were arranged properly and do the in room check in for the VIP guests.
  • To welcome all guests and VIP guests as many as and ensure that special attention is paid to families, handicapped etc.
  • To handle queries on charges and cashiering.
  • To answer inquiries concerning hotel services and facilities.
  • To investigate any guest complain/comments and coordinate with all other departments to ensure complaints/comments are well look after.
  • Must be thoroughly familiar with hotel procedures concerning reservations, room assignments, baggage handling, housekeeping methods, restaurant and room charges, credit and security
  • To maintain a log book recording any unusual incidents, copy the log book to department heads concerned regarding guest service conditions or recommend changes in existing practices.
  • To ensure guest information is checked and uploaded to PSB system efficiently and correctly.
  • To make public area inspections so as to be thoroughly knowledgeable of the areas.
  • Should be well versed in local city history, places of interest, shopping areas, theaters etc. and provide customers with alert service.
  • To monitor customer feedback and advise management where necessary.
  • To provide professional service to Hilton Hhonors members and coordinate with Hhonors Service Centre regarding guest special requirement.
  • Familiar with room door lock-link procedure & open safe-box procedure.
  • What are we looking for?

    A Guest Service Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

    • Previous experience working within the hotel, leisure, and/or retail sector
    • Meticulous personal presentation and strong communication skills
    • Strong good communication skills
    • Calm, courteous, and discreet demeanor
    • A good knowledge of the area and the country in general, preferred
    • A passion for working on team as well as autonomously

    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. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!


    See description

    Job type
    Sanyuan Bridge, China
    Starting in
    As soon as possible

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