Customer Experience Associate

1 week ago


Albany, Western Australia Hilton Hotels Full time
Job Description

A Customer Experience Associate in our Front Office Team provides exceptional services to Guests, contributing to a memorable experience from check-in through check-out and ensuring audits are completed as required.

Key Responsibilities:

  • Provide timely and efficient responses to Guest queries, achieving positive outcomes.
  • Ensure seamless reception experiences for Guests, including check-in/check-out and audit procedures.
  • Maintain open communication with the Guest Service Manager regarding Guest feedback and departmental insights.
  • Promote a high level of customer service at all times.
  • Participate in relevant training sessions and assist in developing the Night Team's skills.
  • Demonstrate knowledge of hotel room categories, rates, packages, promotions, and other essential product information.
  • Foster revenue growth by utilizing up-selling techniques and promoting hotel services and facilities.
  • Adhere to established credit policies when handling foreign currencies, credit cards, and cash.
  • Comply with hotel security protocols, fire regulations, and health and safety legislation.
  • Maintain brand standards and work in accordance with front-of-house equipment and property management systems guidelines.
  • Collaborate with other departments as needed.

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