Principle Responsibilities & Position Purpose

Answer and managing all Guests incoming calls of the Boutique telephone.

The following of the brand standards telephone etiquette is of utmost importance.

Insert the daily sales on the inventory, refill all the items  inform Conrad Service Supervisor when requisitions, purchase orders, direct contact with the suppliers, assist and replace Golf Concierge and Head Concierge with their tasks. 

Essential Functions

Answer all internal and external calls within the required level of professionalism, tact and diplomacy defusing any frustrations or potential issues (focusing always on Guest Satisfaction).

Ability to read, speak and listen Portuguese and English language communicating with Guests, team members and visitors calls whenever necessary.

Open Conrad Golf email and follow up pending requests from Guests and colleagues;

Greeting the Guests and acknowledge them when they enter in Boutique

Update Conrad Services Supervisor and Golf Concierge with any new information that is relevant to ultimate Guest experience or Guest request.

Manage and coordinate the golf bookings with the golf courses – insert, change and cancel.

Responsible to refill Boutique with the sold products

Insert the all the sold items on the inventory file at the end of the day

Proceed with the Golf reservations (verify availability, block/change/confirm tee times with the guest and with the golf courses

Inform golf cancellation policies for all the reservations and transfers cancellations policies, the last one only if applicable.

Proceed with the final confirmation for the guests and golf courses

Redeem the golf vouchers to the guests and request their payment

Upsell the rental of the Conrad golf bags and Boutique products

Specific Job Knowledge, Skills & Ability

 Ability to perform critical analysis and to manage extensive amounts of information.

Excellent written skills sufficient to produce internal/external communication.

Ability to effectively navigate the enterprise and communicate with others departments and team members.

Qualification Standards

Education:

·  Degree not required, but Hospitality education is of extra value.

·  Experience in customer service and hospitality is preferential.

Other Duties

Ability to Engage Others / Presentation Skills     

Technical and Speaking Skills

High skills of organization and IT awareness

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 travelers 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!