A Guest Relations Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.

\n

What will I be doing?

\n

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:

\n\n\n

A Guest Relations Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.

\n

What will I be doing?

\n

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:

\n\nMeet, greet and direct Guests who enter the lobby area.\nServe as the main point of contact for VIP guests and ensure all hotel departments are fully briefed on their requirements.\nRegularly seek verbal feedback from guests and respond to all inquiries in a timely and efficient manner.\nAct as a dedicated point of contact for long-stay guests (14 days or longer), ensuring their comfort and assisting with any requests or information they may need.\nManage, record, and promptly resolve guest complaints to maintain a high level of customer satisfaction.\nEnsure exceptional customer service is consistently provided in the Reception, Lobby area, and Executive Lounge.\nDemonstrate a thorough understanding of all hotel facilities and services, identifying opportunities for upselling and promoting relevant offerings.\nContribute creative ideas for lobby and reception decorations during seasonal periods to enhance the ambiance and guest experience.\nCommunicate with the Executive Lounge Manager to track and reward regular guests for their loyalty, selecting appropriate rewards while staying within budget.\nMaintain strong communication and collaboration with all hotel departments.\nEnsure adequate staffing levels to meet business demands.\nAttend all Reception and Executive Lounge meetings.\nComply with hotel security, fire regulations, and all health and safety policies.\nAdhere to established procedures when handling front-of-house equipment and property management systems.\nProvide support to other departments as needed.\n\n\nWhat are we looking for?

Guest Relations Managers serving Hilton brands are 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:

\nPrevious managerial experience in a customer service function \nAn ability to listen and respond to demanding Guest needs \nExcellent leadership, interpersonal and communication skills \nAccountable and resilient \nCommitment to delivering a high level of customer service \nAbility to work under pressure \nFlexibility to respond to a variety of different work situations\n

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

\nPrevious experience in a customer service function or a similar role \nA passion for delivering an exceptional level of Guest service \nHigh level of IT proficiency

What will it be like to work for Hilton?

\n

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!

\n