Guest Experience Assistant

Essential Functions and Duties

• Assist with various Hotel Operations tasks, including front desk, reservations, night audit, and guest services.
• Communicate with guests before, during, and after their stay through personalized email correspondence to enhance the overall guest experience.
• Foster meaningful guest interactions that contribute to positive guest satisfaction scores, online reviews, and brand loyalty.
• Prepare and distribute welcome letters, amenity cards, and other guest communications to ensure a memorable arrival experience.
• Greet and engage guests throughout the hotel, providing warm, personalized service and anticipating guest needs.
• Absorb and prepare for VIP guest arrivals, including welcome amenities, personalized packages, and special requests.
• Work alongside team members in housekeeping, laundry, and bell services to learn about daily rooms operations.
• Participate in restaurant, sales, and catering activities to gain a comprehensive understanding of hotel F&B services.
• Answer guest calls promptly and professionally, following the scripted response guidelines.
• Support the Sales and Catering team by attending client meetings, preparing meeting materials, and assisting with follow-up communications.
• Support the hotel's social media presence by creating engaging content, capturing property and event highlights, and promoting the hotel's amenities and guest experiences in accordance with brand standards.
• Partner with the Catering Manager to promote, coordinate, and execute meetings, events, and special functions while ensuring exceptional guest satisfaction.
• Absorb and support the execution of guest requests, VIP experiences, and special events.
• Create incident reports for guest injuries or issues as required.
• Absorb and assist with resolving guest complaints, ensuring high levels of guest satisfaction.
• Maintain compliance with all hotel policies, procedures, and standards.

Communication and Service Excellence

• Communicate and provide accurate information and professional assistance when answering incoming telephone calls using Hilton service standards.
• Maintain effective communication with all hotel departments to ensure seamless service delivery.
• Accurately document guest incidents, service requests, and guest concerns in accordance with hotel procedures.
• Maintain confidentiality of guest information and comply with all privacy and data security requirements.

Compliance and Brand Standards

• Learn and consistently follow Hilton brand standards, hotel policies, safety procedures, and operational guidelines.
• Maintain a professional appearance, positive attitude, and behavior that reflects the hotel's commitment to hospitality.
• Participate in departmental meetings, training sessions, and learning opportunities.
• Demonstrate flexibility by assisting other departments during periods of increased business demand.

Required Experience, Education, and Skills

• Strong communication skills, both written and verbal.
• Ability to learn quickly and apply knowledge to daily tasks.
• Excellent problem-solving skills and attention to detail.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Strong customer service skills and a willingness to assist in various operational departments.
• Ability to work both independently and as part of a team.

Work Environment

• Primarily indoor work with occasional standing, walking, and lifting of items up to 20 lbs.
• Frequent interaction with guests and staff across various hotel departments.
• Must be available to work flexible hours, including evenings, weekends, and holidays, based on operational needs.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Employment Opportunity

Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

Resumes and Applications

All resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.

Benefits

• Coverage for medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.

Lie Detector Test

An employer who violates this law shall be subject to criminal penalties and civil liability.