Customer Relationship Agent

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. 

 

The Customer Relationship Agent is responsible for proactively soliciting and managing restaurant sales related opportunities. He / she actively up-sells each business opportunity to maximize revenue opportunities through in-house as well as hot zone sales efforts and achieves personal and team related revenue goals. This role is responsible for driving customer loyalty by delivering service excellence throughout each customer experience, providing service to customers in order to grow the business. 

 

What will I be doing?  

As the Customer Relationship Agent, you will be responsible for performing the following tasks to the highest standards: 

• Develop strategies, concept, support and liaise with the property’s Director of Marketing and Communications on all special F&B promotions of the restaurants on the marketing communications and advertising campaigns. 

• Manage and be familiar with databases of all outlets and identify key segmented database for a more targeted and effective campaign. 

• Promote market awareness and elevate status of outlets and products through different media platforms. 

• Be responsible for promoting internally for all upcoming F&B promotions. 

• Be activity involved in data base management. 

• Research on new possible market segment for all outlets such as reaching out to nearby office buildings and find possible collaboration with premium brands for joint promotions. 

• Build successful relationships that generate sales opportunities. 

• Work collaboratively with the Commercial department to generate opportunities for new business. 

• Build and strengthen relationships with existing and new customers to enable future bookings, including in-house promotions, sales calls, entertainment and an active involvement in restaurant service during peak hours. 

• Develop relationships within the community to strengthen and expand customer base for restaurants’ sales opportunities. 

• Manage and develop relationships with key internal and external stakeholders. 

• Conduct daily sales activities that achieve department goals. 

• Drive in-house capture ratio by working closely with the Marketing Communications department to establish promotions. 

• Actively be around in the hotel public areas to engage with guests and generate additional business. 

• Develop, plan and execute all Food & Beverage promotions with the Operations and Commercial departments for both internal and external communications related promotions. 

• Be an ambassador for the Dining Club program, communicate and support the sales team by driving sales and obtaining feedback on the program. 

• Explore opportunities for hosting social events such as birthday parties, secretary parties and networking events in order to maximize revenue. 

• Work with the Marketing Communication department on restaurant related promotional activities for hot zones near the hotel. 

• Work closely with the Event Management’s clients in order to capture more local restaurants’ business and utilize previous business as the database to build future opportunities. 

• Partner with the Sales & Marketing Account Managers to visit potential accounts and drive restaurant business. 

• Attend social functions in order to meet new business opportunities. 

• Use negotiating skills and creative selling abilities to create additional restaurant business. 

• Use sales resources and administration to support team members effectively. 

• Execute and support the operational aspects of business booked. 

• Use knowledge of market trends and customer information to maximize revenue. 

• Gain understanding of the property’s primary target customer and service expectations, serve customers by understanding their business, business issues and concerns. 

• Provide exceptional customer service to all guests and customers. 

• Act as the guest service role model for restaurants, set a good example of excellent customer service and create a positive atmosphere for guest relations. 

• Execute exemplary customer service to drive customer satisfaction and loyalty by assisting the customers and ensuring their satisfaction before and during their visit. 

• Drive customer loyalty by delivering service excellence throughout each customer experience. 

• Carry out other restaurant sales related responsibilities. 

• Work with the hostess team to control and monitor restaurant reservation systems and maintain restaurant database. 

• Possess a thorough knowledge of all F&B menus, promotions and communicational activities. 

• Carry out any other reasonable duties and responsibilities as assigned. 

• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.