Guest Experience Liaison (Seasonal) at Hilton Global in Coronado, California

Job Description:

Reporting to the Guest Relations Manager, the Guest Experience Liaison "GEL", primary responsibility is to improve the guests' experience through continued interaction with all guests and liaise with the Rooms

Division and Food and Beverage teams. The GEL is a key member of our Guest Relations team and will

enable the department to achieve the departmental goals of creating "Guests for life". The GEL holds accountability for instilling consistency of hotel standards as well as generating and promoting ideas to

enhance the guest's experience.

What will I be doing?

• Approach all encounters with guests, employees, and members in a professional and personalized manner; Maintain high standards of personal appearance and grooming, outlined by the grooming policy; Must have a professional image and personality exuding confidence and leadership skills while encouraging safe and efficient operations in all areas.
• Follow up on all guest challenges to ensure complete guest satisfaction, during and post Stay; Coordinate amenity programs: return guest, children and pets; Ensure all guest challenges are entered into the guest profiles; Set traces for VIP amenities and coordinate distribution with respective departments.
• Walk VIP arrival rooms prior to check in, ensure amenities have been delivered and set up correctly, special requests have been fulfilled; Coordinate with Guest Service Manager the arrival, departure, and special needs of VIP guests; Prepare VIP arrival folder (keys pre-cut, personalized business cards).
• Meet and greet VIP guest curbside and escort to guestroom; Wish farewell to departing VIPs and escort outside the hotel; Identify and solicit potential new Del members; Must be able to maintain the confidentiality of all guest and member information and pertinent hotel data, as well as the security of high profile guests or members in accordance with hotel standards; Must be able to meet deadlines and coordinate among departments the delivery of quality amenities to guests; Offer to handle special arrangements during guest stay; coordinate future visits.
• Identify Opportunities for upgrades for VIP guests; Work directly with Reservations and Front Office staff (Rooms Division) to block upcoming VIP arrivals; Cater to VIP guests' specific needs and attention to detail when planning their special day/event; Maintain consistent and effective flow of communication between shifts among management and colleagues; Direct the guest flow of foot traffic in lobby and around property; Other duties as assigned.

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Ability to understand and follow written and or verbal instructions.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.

• Ability to read English language sufficient to ascertain information from luggage tags and claim checks to write numbers and names on claim checks and rooming lists.

• Ability to stand, walk and/or sit and continuously perform essential job functions.

• Sufficient manual dexterity in one hand to be able to load and unload luggage.