Hilton Darwin is looking for a motivated & experienced Guest Relations Manager to look after of the day-to-day Hotel operations and managing the team on your shift to ensure an exceptional Guest experience.

About the role

As Guest Relations Manager, you are responsible for the Hotel team on your shift and you will help ensure that the work environment is safe, happy and productive by coordinating and managing hotel operations whilst ensuring that every guest feels cared for, valued and respected – every guest, every time. Inspiring the team to deliver exceptional experiences for all of our guests.

Duties

As a Manager, personally welcome all guests and look after our Hilton Honors Guests ensuring they receive all Hilton hospitality benefits.

Lead the team to implement the Hilton vision “To fill the earth with the light and warmth of Hospitality” as well as our HILTON values.

Manage the team and work schedules, rostering as required for specific duties.

Manage and maintain the security of our Property Management System

You will be responsible for managing Responsible Service of Alcohol Laws on your shift, managing and dealing with any patrons in contravention of the laws.

Ensure that all our team conduct themselves in a manner consistent with good Occupational Safety and Health practices.

Direct the hotel team to deal with any emergency situation that may arise.

Pro-actively manage and solve Guest issues or complaints, encouraging the team to use their initiative and empowerment guidelines.

Manage and collaborate with hotel departments, particularly Housekeeping, Engineering and Food & Beverage so that our Guest experience is as seamless as possible.

Assist the Front Office Manager with recruiting, managing, training and developing the Front Office team

Attend appropriate training courses, when required, and assist with training and development needs

Performance management and scheduling of Team Members

Performing front office and hotel reception duties as required

Skills & Experience

Guest Relations Managers serving Hilton brands are always working on behalf of our Guests and working collaboratively with other Team Members. To successfully fill this role, you should maintain the attitudes, behaviours, skills, and values that follow:

Previous supervisory experience for at least 3 years in Front Office within the hotel/leisure/retail or

AQF Cert III including at least 2 years of on-the-job training, or AQF Cert IV

A professional manner with an emphasis on Hilton hospitality and guest services experience

Positive attitude, good communication and conflict resolution skills

Commitment to delivering a high level of customer service

Excellent grooming standards

Calm, efficient, and organised with great attention to detail

Ability to multi-task while maintaining a positive attitude when working with Guests

Benefits

Team Member Travel Program

Family & Friends Travel Program

Go Hilton International Food & Beverage Discounts

Access to Hilton University, offering more than 3000 courses