Super Host Jobs

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, DoubleTree, 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 Super Host, you will be responsible for performing the following tasks to the highest standards:

• Be familiar with cultural differences in order to meet all different customer needs.
• Greet all guests in the lobby and lobby lounge, answer their queries, give suggestions, escort them to the Front Desk, Food & Beverage outlets, and the Club Lounge.
• Thank customers and invite our guests to return.
• Actively seek for customer feedback, handling their requests and complaints.
• Lead by example on aspects of courtesy, helpfulness and grooming / overall presentation.
• Be helpful, empathetic and polite to all guests.
• Anticipate guest needs and handle guest inquiries in a helpful and attentive manner.
• Maintain good communication with other hotel departments to assist with guests' needs.
• In-depth understanding of each level of the Hilton Honors reward program, ensuring that all associates are updated regularly on the benefits for each program.
• Develop knowledge about frequent guests, their special requests and needs.
• Maintain company sanitation standards in the department.
• Suggest alternatives to meet customer needs in terms of product features and benefits.
• Complete all shift duties as outlined on the shift checklist prior to the end of your shift.
• Knowledgeable on all facts on hotel products, including room types, room rates, relative features and facilities, Food & Beverage outlets and the Club Lounge.
• Develop a close and harmonious working relationship with all the other departments in the hotel.
• Get maximum feedback from guests on all areas of the hotel, maintaining key responsibilities for the guest response process set-up in the hotel and in achieving the targets set for the Guest Satisfaction Survey.
• Ensure that all guest comments are passed on to the centralized guest response area and are updated in all necessary guest history databases.
• Be the brand ambassador of the hotel, providing a positive “first impression” while guests walk-in to the hotel.
• Report to work on time with proper uniform, including your nametag, complying with the standards of the hotel on personal appearance and setting an example to be followed.
• Have complete knowledge of Hilton hotel SOPs and local policies.
• Ensure that every guest who is a Hilton Honors member is enrolled in the Hilton Honors reward program when they check-in and that all associates are to be trained on this and practice this meticulously.
• Ensure that all logbooks, handovers and checklists are well maintained.
• Conduct site inspections as and when required by the Management.
• Carry out requests as directed by the Management.
• Ensure completion of all tasks for the shift and handover to the next shift without missing out on any guest related requests.
• Welcome all guests in a polite and friendly manner.
• Maintain guest satisfaction and ensure repeat business through personalised and efficient service, ensuring that all customers leave satisfied.
• Inspect VIP guest rooms prior to guests’ arrival.
• Delight guests through friendly and proficient service, ensuring repeat business through personalized, efficient service.
• Offer information and services where appropriate.

What are we looking for?

A Super Host 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, behaviour, skills, and values that follow:

• Pleasing, charming, honest, possess a sense of humor, have the right attitude and is physically fit.
• Neat in appearance and in good health.
• Have a good command over verbal and written English language to meet business needs.
• Minimum of 2 years as a Guest Relation / Customer Care Executive in the hospitality Industry.
• Good communication skills.
• University graduate / hotel management / hotel school diploma (diploma in Public Relation advantageous).
• A basic knowledge on any additional foreign languages will be advantageous.

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!

Work Locations

Doubletree by Hilton - Surabaya, Indonesia

Schedule

Full-time

Brand

Doubletree by Hilton

Job

Guest Services, Operations, and Front Office