A Guest Assistance Executive will assist the hotel Operations team to streamline processes and enhance guest experiences including but not limited to coordinating and communicating thoroughly with related departments to understand the guest experience in order to prepare the personalize message to guests. Assist the Marketing Communications department to communicate with both guests and potential guests via online channels in a professional manner in order to understand their needs and wants, and comments on the hotel's service and/or facilities with the aim to improve service standards as well as develop action plans for any unsolved issues highlighted.

What will I be doing?

A Guest Assistance Executive will perform the following tasks to the highest standards:

• Replyto all comments, reviews, and complaints received from guests through all channels, including Stay Experience, social media and online review sites, in a professional and timely manner.
• Personalize replies to guests whenever possible in order to build a positive relationship with guests and potential guests.
• Coordinate with GROs or any TMs with specific language abilities in order to reply to comments in a foreign language.
• Monitor Stay Experience scores daily and analyze data in order to develop action plans to improve scores.
• Investigate negative comments by coordinating and communicating thoroughly with related departments to understand the route cause(s)and follow up for further action.Update Operation leaders for related areas.
• Monitor hotel's rankings and number of reviews on online review sites and develop action plans by coordinating with related departments to improve rankings as well as to increase reviews.

What are we looking for?

A Guest Assistance Executive should maintain the attitude, behaviors, skills, and values that follow:

• Ability to read, listen, and communicate effectively in both written and spoken English, using correct grammar, spelling and sentence structure.
• Proficient written skills that properly reflect the Hilton Image.
• Excellent spoken and presentation skills.
• Considerable ability to listen effectively.

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 (http://jobs.hiltonworldwide.com/our-brands/index.php) . 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!

Job: Sales and Marketing

Title: Guest Assistance Executive

Location: null

Requisition ID: HOT0ARVZ

EOE/AA/Disabled/Veterans