Photo of Hilton Colombo Hotel, Colombo, Mawatha, Sri Lanka

Customer Relationship Agent

Hilton Colombo Hotel

2 Sir Chittampalam A Gardiner
Colombo, Mawatha 02
Sri Lanka

382 Room Hotel
Gestionado Por Hilton
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Description

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. 

    Requirements

    What are we looking for? 

    A Customer Relationship Agent 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, behaviours, skills, and values that follow: 

  • Minimum 2 year of experience in a related field. 
  • High School diploma or GED. 
  • 2 years of experience in Food & Beverage, Sales, Marketing, Guest Services, or related professional area. 
  • Able to read and understand work related documents. 
  • Able to communicate effectively in writing as appropriate for the needs of the audience. 
  • Proficient in English to meet business needs. 
  • Computer literate. 
  • Good organization and communication skills. 

    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! 

    • Publicado 27 De Noviembre De 2024

    Hilton Colombo Hotel

    At A Glance

    Stay at the Hilton Colombo hotel, the only hotel connected to the Colombo World Trade Center. Located in the center of Colombo’s business district, this multi-story resort boasts amazing views over the Indian Ocean. Excellent business amenities such as the 24-hour business center and spacious meeting and function venues have helped Hilton Colombo win the title of ‘Sri Lanka’s Leading Business Hotel’. The hotel is located 45 minutes away from Bandaranaike International Airport.

    Relax in airy guest rooms and stay connected with high-speed internet access. Hold your business meeting or social event for up to 1,000 guests in one of 25 elegant venues. Dine in one of ten specialty restaurants and bars. Savor home-made pasta at Il Ponte, Sri Lanka’s only Italian trattoria. Vegetarian options are available in the restaurants and from the room service menu.

    Highlights

    • Winner of Sri Lanka’s Leading Hotel and Sri Lanka’s Leading Business Hotel at World Travel Awards
    • Connected by a walkway to the Colombo World Trade Center
    • Host meetings and conferences in Colombo’s only pillar-less ballroom
    • Stay fit with the 90-ft. outdoor pool and fully equipped gym
    • Dine in our ten restaurants and bars

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