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, Double Tree, 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.

What will I be doing?

As the Guest Experience Maker, you will be responsible for performing the following tasks to the highest standards:

• Communicate professionally and in a timely manner within the department and with other departments as well.

• Adhere to the hotel’s policies and procedures, Hilton code of conduct and the hotel’s associate handbook, ensuring all internal hotel information kept confidential.

• Stand by in the great hall to greet and engage guests, especially those who are waiting in the queue during the rush check-in / out hours, orchestrating the flow of arrival experience from arrival to settling the guests in their rooms.

• On a daily basis, find out guests’ preferences and coordinate the findings with other departments to exceed guests’ expectations.

• Always liaise with the CRM system and comments to ensure delivery of bespoke service to achieve targets.

• Report any unusual and suspicious behaviour of guests or staff to your supervisor and security immediately.

• Ensure all guests’ preferences are acknowledged and acted upon.

• Pick-up and deliver guests’ laundry / pressing based on guests’ requested time.

• Handle guest complaints and record them in the butler report, informing the Duty Supervisor / Manager about the incident and follow-up to resolve the issue.

• Support all internal audit carried out in an efficient manner.

• Maintain a high level of cleanliness in all butler pantries and adhere to food and safety standards.

• Liaise with the front desk regarding VIP guests’ requests.

• Be aware of product knowledge to up sell.

• Be innovative to introduce / implement the butler concept against local service expectations.

• Be aware of competitor hotels’ services and strengths, adhering to the best practice policies and suggestions from the team to up sell and minimize costs.

• Good knowledge of the entire Butler service operation.

What are we looking for?

A Guest Experience Maker 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:

• University degree in hospitality or related subjects preferred.

• At least 2 years of experience with an international luxury hotel brand in a similar role.

• Warm, welcoming, always smiling and pleasant.

• Confident, well-groomed and dressed smartly.

• Good communication, organization and coordination skills.

• A good listener and team player.

• Strong sense of responsibility and self-motivation.

• Able to maintain excellent relations with team members.

• Able to work under great physical and mental pressures.

• 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!