Guest Relations Manager

Guest Relations Manager

As Guest Relations Manager, you will supervise the Personal Concierge Team and set the department goals, manage the needs of VIP and regular Guests and inform other Team Members of VIP and all guests needs in order to ensure an exceptional Guest experience.

What will I be doing?

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:

• Supervise daily Personal Concierge operations.
• Set Departmental objectives, work schedules, budgets, policies, and procedures.
• Monitor the appearance, standards, and performance of the Team Members with an emphasis on training and teamwork.
• Ensure Team Members have current knowledge of hotel products, services, pricing, and policies, as well as a good knowledge of the local area.
• 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 and the Lobby area.
• 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.

• Maintain good communication and work relationships in all hotel areas.
• Maintain staffing levels to meet business demands.
• Attend all Reception 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?

The Guest Relations Manager 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:

• Previous managerial 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

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 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!