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:

Meet, greet and direct Guests who enter the lobby area

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

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

Manage, record and resolve promptly Guest or customer complaints

Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge

Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate

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

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

Maintain good communication and work relationships in all hotel areas

Maintain staffing levels to meet business demands

Attend all Reception meetings and Executive Lounge Meetings

Comply with hotel security, fire regulations and all health and safety legislation

Act in accordance with policies and procedures when working with front of house equipment and property management systems

Assist with other departments, as necessary

What 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:

Previous experience in a customer service function

An ability to listen and respond to demanding Guest needs

Excellent leadership, interpersonal and communication skills

Accountable and resilient

Commitment to delivering a high level of customer service

Ability to work under pressure

Flexibility to respond to a variety of different work situations

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

Previous experience in a customer service function or a similar role

A passion for delivering an exceptional level of Guest service

High level of IT proficiency