Job Opportunities at Hilton Worldwide – Apply Now

JOB DESCRIPTION

• The income audit role aims to be recognized as a trusted finance team member.
• This role supports the finance lead in all income audit functions, as well as internal control management.
• Ensures all financial transactions are recorded with accepted accounting principles and established accounting policies and procedures.
• This role supports a robust control and compliance environment and contributes to implement Hilton’s Operations Finance innovations and projects.

What are we looking for?

• Ability to analyze large volume of complex financial information from many sources and create reports, forecasts, and projections
• Audits daily revenue figures and supporting folios and vouchers submitted by Night Auditor                                                                                                    
• Ensures all financial transactions including the collection of debt follow hotel policy and procedures.
• Reconciles and balances all advance deposits                                                                                                                                                                
• Reconciles Control Ledger to the General Ledger at financial closing at end of each month                                                                                                      
• Completes the Daily Revenue Report and Daily Income Journal                                                                                                                                                
• Ability to help develop problem solving skills among direct reports and other team members as appropriate                                                                            
• Detail oriented and organized
• Strong communication and negotiation skills (all levels of management and external customers)
• Proficient in MS Excel, Word and Outlook with the ability to quickly learn new programs when required

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JOB DESCRIPTION

• A Guest Relations Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.

What will I be doing?

As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• 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?

Guest Relations Managers serving Hilton brands are 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:

• 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

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• 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

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