With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

The Executive Floor Agent provides food and beverage services to Executive Floor guests throughout the day, offering polite and courteous service, always maintaining an interested but unobtrusive and never pushy attitude towards guests. He / she assists the Executive Floor Guest Service Agents in the daily check in and check out as well as the executive floor lounge operation.

What will I be doing?

As the Executive Floor Agent, you will be responsible for performing the following tasks to the highest standards:

• Ensure that rooms and services provided by the hotel are correctly accounted for within guests’ statements.

• Provide food and beverage services to executive floor guests, assisting the Executive Floor GSA in the daily check in and check out as well as the executive floor lounge operation.

• Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.

• Promptly answer telephone calls, advise other team members of special guests’ needs and pass the information accordingly.

• Ensure that the Executive Lounge equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.

• Receive special requests from guests and respond appropriately or forward requests to appropriate team members for decisions and actions.

• Record guests’ complaints, conducting thorough research to develop the most effective solution and negotiate results.

• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, quality of dishes, etc.

• Remain calm and alert especially during emergency situations and heavy hotel activity.

• Plan and implement detailed steps by using experienced judgment and discretion.

• Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.

• Actively take part in training where and when required, attending formal training sessions and on the job trainings to ensure standards and develop skills and abilities.

• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.

• Take on an active role in the Executive Floor team, ensuring effective communication and working as a team in order to reach goals and targets.

• To assist the Executive Floor Guest Service Agents where and when required.

• Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.

• Ensure that VIP guests who are to have their amenities replenished are done so according to convenient times for the guest.

• Ensure that rooms, hallways and back of house areas are free of dirty plates, cutlery and mess from the amenity items.

• Handle complaints promptly and efficiently, taking necessary action, and informing the Executive Manager or Guest Service Manager to follow-up where appropriate.

• Follow-up with all guests to ensure satisfaction with problem resolutions.

• Ensure that VIP guests are treated personally and recognized as an individual.

• 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.

• Set-up meal period displays, ensuring the correct quality and quantity of food and beverage items, as well as attention to details in order to promote the hotel’s daily offerings.

• Work with a sales attitude, offer refills and accompanying dishes where appropriate, ensuring that opportunities to up-sell food and beverages are maximized and that guests do not feel pressured into a sale.

• Apply Hilton brand standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.

• Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.

• Up to date with information on facilities, attractions, and places of interests, sights and activities in and around the hotel.

• Effectively communicate, coordinate and cooperate with Housekeeping, F&B, Room Service and Engineering.

• Report problems with hotel systems, hardware or facilities to the appropriate party and follow up to ensure that corrective action has been taken.

• Collect daily requisitions of food and amenity items from Receiving and Stores, ensuring that only quality items are accepted and then prepared.

• Manage the inventory of food stock, ensuring that items are not wasted and are handled correctly.

• Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.

• Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis.

• Ensure that the Executive Floor Manager is kept aware and up to date of operational issues.

• Ensure that the day-to-day functions of the Executive Lounge Butlers are completed, including but not limited to checklists, set-ups for meal periods, daily requisitions, buffet and breakfast services, and replenishments.

• Handle food and beverages in a safe, hygienic and professional way, ensuring that all caution is taken when handling food and when cleaning in order to prevent sickness and contamination.

• Adhere to local health and safety regulations.

• Do up a monthly inventory of food and beverage items, and other service items used in the operation, ensuring that a minimum par level is available and managing requisitions on a day-to-day basis to ensure that the Executive Lounge does not run short.

• Clean and tidy the Executive Lounge Pantry on a daily basis, ensuring that it is free from rubbish and that it adheres to health and safety standards.

• Keep up to date and aware of competitor activities in order to be well informed.

• Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.

• Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations, taking part in the fire team when and where directed.

• 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.

希尔顿在全球 100 多个国家和地区拥有数以千计的酒店，提供无数令人愉悦的机会。 从敞开的大门到热情的微笑，再到与众不同的体验，我们为每年与我们在一起的数百万旅行者提供他们永远不会忘记的欢迎。 除了我们旗舰品牌希尔顿酒店及度假村还包括：华尔道夫酒店及度假村、LXR、康莱德酒店及度假村、希尔顿嘉悦里酒店、Signia、格芮希尔顿精选酒店、希尔顿逸林酒店及度假村、Tapestry Collection by Hilton、希尔顿尊盛酒店、Tempo、 Motto、希尔顿花园酒店、希尔顿欢朋酒店、Tru by Hilton、希尔顿欣庭酒店、希尔顿惠庭酒店和希尔顿分时度假俱乐部。

如果您热衷全球旅行对世界的影响，您可能就是我们正在寻找的希尔顿团队成员。 因为在希尔顿酒店，我们永远不会忘记我们在这里的原因：使我们的客人，团队成员和业主都满意。

向行政楼层客人提供餐饮服务，礼貌待客，始终保持良好的态度。协助行政楼层接待做好行政酒廊的日常接待及管理。

我的具体职责是什么?

作为行政楼层服务员，您将应以最高标准完成以下任务:

• 确保行政楼层客人入住期间的各项需求能有效满足，向客人提供餐饮服务，协助行政楼层接待做好行政酒廊的日常接待及管理。

• 热情友好的问候客人，对客人的合理需求予以积极恰当的回应。准确提供各种信息如：酒店营业场所的营业时间及VIP促销计划等。

• 礼貌的接听所有来电，对于客人的特殊要求予以交接班，确保信息传递的有效性。维持行政楼层设施设备的正常运做和工作区域的清洁。

• 对自己权限范围内不能予以解决的问题和需求，及时反馈给相应部门和人员予以解决。

• 成着冷静的应对和处理各类客人投诉，如：客人对价格不满，食品质量，空调或供暖系统的不足等。

• 积极的工作，友好的为客人提供服务。

• 积极参加所需的各种培训，提高工作能力。

• 致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。

• 在行政楼层的团队中起到积极做用，有效的沟通，确保达到目标。

• 在行政楼层接待需要的时候提供帮助。

• 为顾客提供热情周到的服务，有宾至如归感。

• 及时更换所需物品，方便客人。及时清理，确保房间，走廊等处的清洁。

• 采取必要行动，及时有效的处理顾客的不满，适当的时候告知行政楼层经理或宾客关系经理。

• 回访客人，确保客人对解决方法满意。

• 确保VIP客人的待遇。

• 引入新的荣誉客会会员，确保会员应得利益，为会员提供优质专业的服务。

• 确保餐饮的数量与质量，注重细节。

• 用做销售的态度工作，适当的时候帮客人加菜或陪同进餐，抓住机会，确保促销餐饮的最大化，不让客人觉得有压力。

• 遵循希尔顿品牌标准。

What are we looking for?

An Executive Floor Service Agent 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:

• High School degree.

• Minimum of 2 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience.

• Good communication, organization and coordination skills.

• Team player with a strong sense of responsibility and self-motivation.

• Able to maintain excellent relations with team member.

• Able to work under great physical and mental pressures.

• Understand basic spoken English to meet business needs.

• Familiar with computer systems preferred.

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 travellers 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!

我们寻找什么样的人才?

希尔顿行政楼层服务员始终要以宾客的利益为重并与其他团队成员密切合作。若要成功地应聘这一职位，您的态度、行为、技能和价值观应符合下列标准:

• 高中及以上学历。

• 至少两年相同职位工作经历。

• 具有较强的沟通和组织协调能力。

• 强烈的责任感及自我激励能力。

• 所有员工保持良好关系。

• 能在强压下胜任工作。

• 会说基本英语口语。

• 熟悉电脑操作系统优先考虑。

服务于希尔顿将会如何?

希尔顿全球是国际最具知名度的酒店管理公司之一，其下品牌包括从豪华的全面服务酒店，度假村到公寓式酒店以及中端酒店等。近一个世纪，希尔顿全球致力于通过全球品牌。延续为全球客户提供优质服务的传统，坚持为商务和休闲旅游人士提供最优质的客房、服务、产品和品牌价值。我们的愿景 “让世界充满阳光，让大家都感受到热情的温暖，提供与众不同的卓越体验，让每位宾客在每家酒店的每次住宿都倍感满意” 团结我们作为一个团队每天都在世界各地创造非凡的酒店体验。同时，我们惊人的团队成员是希尔顿的核心所在！

Job: Guest Services, Operations, and Front Office

Title: Executive Floor Service Agent/行政楼层接待

Location: null

Requisition ID: HOT09UVM

EOE/AA/Disabled/Veterans