Customer service experience Manager at Hilton Worldwide in Ikeja, Lagos

About the Position

A Customer service experience Manager supervises the needs of VIP and long-stay guests and informs other Team Members of VIP/long-stay Visitor needs in order to guarantee an exceptional Visitor expertise.

Duties What will I be doing?

• As Customer service experience Manager, you will oversee the needs of VIP Guests and inform other Team Members of VIP needs in order to guarantee an exceptional Visitor expertise.
• A Customer service experience Manager is in charge of coordinating the first perceptions of our Guests and, therefore, must execute the items listed duty to the highest guidelines:
• Meet, welcome and direct Guests who enter the lobby zone
• Act as the main point of reach out for VIP Guests and ensure hotel departments are fully informed on their qualifications
• Pursue verbal response from clients routinely and address all Visitor queries in a prompt and productive manner
• Serve as a point of reach out for long-stay Guests of 14 days or longer making sure they feel cozy and can seek guidance or information from Customer service experience
• Oversee, document and settle promptly Visitor or client service issues.
• Ensure a very high level of client support is constantly preserved for reception and lobby zone.
• Show a thorough comprehension of all facilities and solutions offered inside the hotel and recognize avenues for up-closing sales and supporting when suitable
• Demonstrate innovative capability with creative thoughts regarding lobby/reception decoration at appropriate seasonal time periods in order to improve the entire image and warmth of this zone for the Visitor.
• Liaise with all managers and track and incentive consistent Guests for their commitment and creativeness; choose benefits that meet Visitor preferences while remaining inside the assigned financial plan
• Preserve effective communication and work connections in all hotel zones
• Preserve manpower planning levels to meet business needs
• Participate all reception sessions.
• Adhere with hotel guard, fire rules and all workplace safety and wellness legislation
• Act in accordance with rules and standardized processes when operating with front of house tools and real estate management operational structures
• Help with other departments, as necessary