Conrad Bali - Conrad Service Centre/Operator

Job Description - Conrad Bali - Conrad Service Centre/Operator (HOT0BE57)

Job Number:

HOT0BE57

Work Location:

Conrad Bali Jl. Pratama 168, Link Br. Terora, Kel. Benoa, Kec. Kuta Selatan Tanjung Benoa Bali 80363

The Operator organizes and coordinates services to ensure that each customer experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and the hotel policies and procedures.

What will I be doing?

As the Operator, you will be responsible for performing the following tasks to the highest standards:

1. Actively seeking verbal feedback from customers and team members at every opportunity.
2. Agree on and implement actions to make improvements to customer service.
3. Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program.
4. Handle complaints promptly and efficiently, informing the Guest Service Manager to follow-up where appropriate.
5. Follow-up with guests to ensure satisfaction with problem resolution (service recovery).
6. Positively deal with and learn from customers’ complaints and comments.
7. Respond promptly and effectively to all customer requests and queries.
8. Handle all internal and external guest enquiries promptly with minimal delay.
9. Effectively manage all hotel communications, ensuring that guests feel welcome.
10. Be up to date with information on facilities and attractions around the hotel.
11. Handle and deliver all messages in a private and confidential manner.
12. Be proactive towards customers, assisting them with any reasonable requests.
13. Knowledgeable of Hilton departmental standards.
14. Familiar with operating the telephone, FCS, OnQPM, and Micros system.
15. Take on an active role in the team by being kind, cooperative, and helpful.
16. Communicate effectively with F&B and Kitchen teams.
17. Ensure that the shift is reviewed, handovers and briefings are carried out.
18. Maintain guest histories to assist with returning guests.
19. Attend and participate in regular operational and hotel meetings.
20. Understand the goals of the hotel and communicate these to the team.
21. Keep up to date about departmental, hotel and company activities.
22. Regularly review individual and team performance against objectives.
23. Understand relevant Health & Safety legislations and their implications.
24. Ensure that safe and healthy working practices are implemented at all times.
25. Maintain personal presentation to hotel and Hilton standards.
26. Adhere to the hotel’s security and emergency policies and procedures.
27. Carry out any other reasonable duties as assigned.

What are we looking for?

An Operator 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, behaviors, skills, and values that follow:

1. Minimum 2 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience.
2. Understand basic spoken English to meet business needs.
3. Maintain a high customer service focus.
4. Positively impact and take personal responsibility to resolve issues.
5. Motivated and committed, approaching all tasks with enthusiasm.
6. Be flexible and respond quickly to changing requirements.
7. Good organization and coordination skills.
8. Strong sense of responsibility and self-motivation.
9. Patient and responsible to solve problems.
10. Able to maintain excellent relations with team members.
11. Able to work under great physical and mental pressure.
12. Actively promote the services and facilities of Hilton brands.
13. Familiar with computer systems preferred.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, dedicated to 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.