Guest Relations Manager

[{{ $ctrl._job.status.name | translate}}] Guest Relations Manager
Hilton Sydney

Posted

Job description

Job Summary

About Hilton Hotels


Our team members are changing the world one stay at a time. They''re engaged and recognised in many ways for showcasing their talents. Join the most well known Hotel brand in the World and you''ll have more than just a job. You''ll have a challenging and rewarding career in the hospitality industry.

About the role

In your new role as Guest Relations Manager, you will be responsible for being the welcoming face of the hotel. You will greet, direct and assist guests with all queries ensuring brand service standards are met to the highest quality. In this hands-on customer service role, you will be responsible for all Guest Relations duties throughout the lobby, Front Desk area and the rest of the hotel in reference to both the Hilton Honors and Guests Experience. You will serve as the main contact for the Honors Program to all guests and the Hotel, and you will assist Honors and VIP guests by meeting and greeting, allocating their rooms, and conducting room checks.

 

Duties/responsibilities

  • Provide exceptional service by engaging guests from arrival to departure, and respond to all requests, inquiries and complaints during their stay

  • Serve as the main point of contact for VIP guests, and ensure all departments are briefed on their requirements

  • Supervise day to day operations of Guest Relations ensuring standards are adhered to and maintained

  • Actively solicit customer feedback

  • Meet, greet and direct guests that enter the lobby area and actively participate in the hotel''s Journey Ambassador Program

  • To deliver loyalty program benefits and promote enrolment of Hilton Honors

  • Achieve hotel enrolment and CRM targets

  • Be fully aware of the benefits of Hilton Honors and promote them to the guest

  • To ensure all systems are kept up to date with accurate information and Hilton Worldwide standards are complied with fully

  • To liaise with all departments on behalf of the Honors to ensure a successful and happy  guest that will provide a positive return to the hotel

  • Ensure a high level of product knowledge of the hotel and local area

  • Actively promote selling and up-selling initiatives at Reception, through the use of RevMax

  • Ensure that we achieve the monthly Honors enrolment targets and be actively involved with the Team Members in the process of Honors

  • Take ownership of any complaints that can be dealt with in the lobby are or quickly solved

  • Supervise the day to day operations of the front desk when required

Skills/experience

  • Previous customer service experience leading a team in the hotel, leisure or retail sectors 

  • Fluent in the English language in order to communicate professionally with guests and team members, both in person and over the telephone

  • Excellent leadership and interpersonal skills

  • A passion for delivering exceptional guest experiences

  • Computer literate

  • Demonstrated ability to resolve problems and conflict, and work efficiently under pressure

  • Well-presented, organised and calm personality

It would be advantageous for you to demonstrate the following capabilities:

  • Multi-lingual

  • Previous experience in Reception, Executive Lounge or Concierge role in a hotel environment

Culture and benefits

Our team are responsible for living up to our brand promise of ‘ensuring that every guest feels cared for, valued and respected'' we achieve this by ensuring our Blue Energy culture is alive in each of our hotels. Blue Energy is the unspoken energy and passion behind each of our dedicated team members who are focused on making a difference. It links our vision ‘To fill the earth with the light and warmth of hospitality'' – to our values of ‘Hospitality'', ‘Integrity'', ‘Leadership'', ‘Teamwork'', ‘Ownership'' and ‘Now''. As a Hilton team member you can expect to receive;

  • A competitive industry wage and generous annual leave benefits

  • Team member only discount - global Hilton room rates

  • Discounts of up to 50% on products and services in participating Hilton outlets

  • Access to Hilton University training, offering more than 2500 learning programs

  • Career development planning and opportunities

Requirements

See description

Job type
Fulltime job
Location
Sydney, Australia
Department
Other
Starting in
As soon as possible

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