Communication Executive

Position Overview

The Communication Executive ensures seamless and professional handling of all internal and external communications pertaining to the hotel in accordance with Hilton's policies during the assigned shift.

Key Responsibilities

• Gather verbal feedback from customers and team members consistently to enhance service quality.
• Implement agreed actions to improve customer service experiences.
• Promote Hilton Honors program to non-members and provide exceptional service to existing members, recognizing their value and benefits.
• Maintain a sales-driven approach to maximize hotel revenue.
• Address customer complaints constructively, coordinating follow-up with relevant management.
• Ensure guest satisfaction post-problem resolution through follow-ups.
• Keep accurate guest history records to aid repeat visits.
• Respond swiftly and effectively to all guest inquiries and assist on the hotel floor during peak times.
• Provide support during busy periods or special events in the hotel.
• Proactively assist guests with reasonable requests and train team to anticipate guest needs.
• Handle all inquiries promptly, directing calls and providing information as necessary.
• Manage telephone, fax, and mail communications to foster a welcoming atmosphere.
• Stay informed about hotel facilities and local attractions to assist guests.
• Deliver messages confidentially and accurately with timely delivery.
• Manage wake-up call services punctually for guests.
• Operate the Telecommunication Centre as a Communications Centre aligned with brand standards, assessing and guiding the team’s performance.
• Utilize hotel systems such as OnQ PM, Kipsu, HotSOS, PBX, table management, and Micros proficiently.
• Foster teamwork by promoting kindness, cooperation, and guest-centered attitudes.
• Maintain equipment records and act as the section lead in the Communications Manager’s absence.
• Delegate duties within the department and uphold Hilton standards and KPIs, including SALT and Hilton Honors enrolment.
• Ensure resources allocation and coordinate with departments for follow-up actions.
• Collaborate with Food & Beverage and Culinary teams to maintain in-room dining standards.
• Be thoroughly familiar with emergency and fire procedures and ensure team preparedness.
• Perform thorough shift handovers and attend regular operational meetings.
• Assist with hotel financial and operational reporting, adhering to cost control policies without compromising quality.
• Promote continuous learning through relevant product knowledge training for the team.
• Understand and uphold health and safety regulations within the department.
• Maintain personal appearance according to Hilton standards.

Required Qualifications and Skills

• At least 1 year of experience in a similar role within a 5-star international hotel or related industry.
• Strong customer service orientation, consistently prioritizing guest satisfaction.
• Effective problem-solving skills with clear communication.
• Motivated and proactive attitude with eagerness to develop new skills.
• Team-oriented with cooperative and supportive behavior.
• Ability to contribute improvements to operational procedures.
• Exceptional organizational and coordination abilities.
• High sense of responsibility and self-drive.
• Patience and reliability in resolving issues.
• Capacity to perform effectively under physical and mental pressure.
• Active promotion of Hilton services to guests and hotel suppliers.
• Commitment to safety practices for self and others in the workplace.

About Hilton

Hilton is a leading global hospitality company, offering a range of accommodations from luxury hotels to mid-priced options. With nearly 100 years of history, Hilton strives to deliver outstanding guest experiences and is driven by a dedicated team committed to remarkable hospitality worldwide.