Guest Relations Manager


  • Company:
    Hilton Worldwide
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    1 day ago
  • Category:
    Customer Service

A Guest Relations Manager is responsible for the day-to-day Hotel operations and managing the team on your shift to ensure an exceptional Guest experience.What will I be doingAs 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 on your shift 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.·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 earthwith 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 SystemYou 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.Attend appropriate training courses, when required, and assist withtraining and development needs.What are we looking for 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 managerial experience in a Hotel customer-focused industryA professional manner with an emphasis on Hilton hospitality and guest services experiencePositive attitude, good communication and conflict resolution skillsCommitment to delivering a high level of customer serviceExcellent grooming standardsCalm, efficient, and organized with great attention to detailAbility to multi-task while maintaining a positive attitude when working with GuestsIt would be advantageous in this position for you to demonstrate the following capabilities and distinctions:This position requires significant hotel knowledge to manage day-to-day hotel operationsThis position requires the experience of working in a 4-5 star hotel environment (or equivalent) for a period of at least 2 years with a successful record of accomplishment in hotel operations.A Bachelor’s degree in Hospitality/Tourism or equivalent will be highly regarded.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 traveller 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 so we offer flexible working conditions!