Guest Relations Manager – Hilton Hotel Careers

What you’ll do:

As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
• Meet, greet and direct Guests who enter the lobby area
• Maintain staffing levels to meet business demands
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Assist with other departments, as necessary
• Maintain good communication and work relationships in all hotel areas
• Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations
• Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
• Manage, record and resolve promptly Guest or customer complaints
• Attend all Reception meetings and Executive Lounge Meetings
• Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget
• Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge
• Comply with hotel security, fire regulations and all health and safety legislation
• Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
• Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner

What you’ll have:

• Accountable and resilient
• An ability to listen and respond to demanding Guest needs
• Commitment to delivering a high level of customer service
• Previous experience in a customer service function or a similar role
• Excellent leadership, interpersonal and communication skills
• Flexibility to respond to a variety of different work situations
• A passion for delivering an exceptional level of Guest service
• Ability to work under pressure
• High level of IT proficiency
• Previous managerial experience in a customer service function