A WORLD OF REWARDS
* This position is paying from £26,780 up to £28,226 per year, dependant on experience
* Uniform provided and laundered
* Free and healthy meals when on duty
* Grow your Career!
* Personal Development programmes designed to support you at every step of your career
* A chance to make a difference through our Corporate Responsibility programmes – Find out what and how we are doing (https://cr.hilton.com)
* Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)
* Team Member Referral Program
* High street discounts: with Perks at Work
* Holiday: 28 days including bank holidays (increasing yearly to up to 33 days)
* Discounted dental and health cover
* Discounted Car Parking
* Up to 4 weeks temporary accommodation if relocating at a discounted rate
* Modern and inclusive Team Member’s areas
What will I be doing?
This role operates on a mixed shift pattern, so flexibility across different shifts is required.
* Meet, greet and direct Guests who enter the lobby area
* Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
* Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
* Serve as a point of contact for long‑stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations
* Manage, record and resolve promptly Guest or customer complaints
* Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge
* Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up‑selling and promoting when appropriate
* Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
* Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget
* Maintain good communication and work relationships in all hotel areas
* Maintain staffing levels to meet business demands
* Attend all Reception meetings and Executive Lounge Meetings
* Comply with hotel security, fire regulations and all health and safety legislation
* Act in accordance with policies and procedures when working with front of house equipment and property management systems
* Assist with other departments, as necessary
What are we looking for?
* Previous managerial experience in a customer service function
* An ability to listen and respond to demanding Guest needs
* Excellent leadership, interpersonal and communication skills
* Accountable and resilient
* Commitment to delivering a high level of customer service
* Ability to work under pressure
* Flexibility to respond to a variety of different work situations
Advantageous capabilities
* Previous experience in a customer service function or a similar role
* A passion for delivering an exceptional level of Guest service
* High level of IT proficiency
Work Location: DoubleTree Brighton Metropole
Schedule: Full-time
Brand: Doubletree by Hilton
Job Category: Guest Services, Operations, and Front Office
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