1.Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest.
2.Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their job and that they know what is expected of them.
3.Conducts regular communication meetings in the absence of the Executive Floor Manager .
4.Takes an active role in the executive floor team, ensuring effective communication and working as a team in order to reach goals and targets.
5.Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
6.Ensures that all Executive Floor employees are familiar with the hotel’s products and services.
7.Ensures that VIP guests are treated personally and recognized as an individual.
8.Coordinates with Amenity Butlers to arrange in-room amenity set-ups according to VIP level and for special occasions – ie.
Birthday’s and Honeymoon’s.
9.Facilitate the operation of the VIP gift amenity menu, by offering it to guests, and ensuring that VIP’s receive their chosen
10.Liaises with Sales, Reservations and the Business Development team to handle corporate guests.
11.Promotes HHonors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
12.Provides extra services for VIP guests including offering refreshments, cold towels and other courtesies upon arrival.
13.Carries out ticket reconfirmation, safari bookings and makes guest reservations when required.
14.Ensures a prompt and efficient departure, by settling guests accounts as per billing and reservation instructions and ensuring that all guests folios are correct.
15.Inputs information in to OnQ regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members.
16.Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China.
17.Is up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel..
18.Ensures that the overall appearance of the Executive lounge is neat and tidy at all times.
19.Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and .IT
20.Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.
21.Prepares the Executive Lounge for F&B service, monitoring service and preparation areas to ensure cleanliness and presentation standards.
22.Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Takes part in the fire team when and where directed.
23. Adheres strictly to standard cash handling procedures, ensuring to balance float and drop the required amount. Manages cash, credit card, city ledger, voucher and all other forms of payment correctly.
24. Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
25 .Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment for upcoming reservations.
26 . Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges.
27. To undertake any other reasonable task or request as directed by the management.
28. The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.