Guest Relations Manager
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Guest Relations Manager

Hilton

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Guest Relations Manager

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Guest Relations Manager

DoubleTree by Hilton Perth Northbridge 

About Hilton Hotel

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.

DoubleTree by Hilton Perth Northbridge opened to great acclaim in December 2018.  An exciting new 206 room property, it was the first new-build DoubleTree Hotel in Australasia.  The fastest growing brand within Hilton, this was also Western Australia’s first DoubleTree by Hilton branded hotel.  

 

What will I be doing?

 

As our Guest Relations Manager you’ll work collaboratively with the hotel team to ensure that we deliver our vision and mission to be the most hospitable company in the world and the DoubleTree by Hilton brand essence to be Simply Welcoming.  

You’ll focus on building the ‘We are Hilton, We are Hospitality’ spirit and ‘CARE’ culture within your team from the very start of their journey and throughout ongoing operation, leading by example on a daily basis, delivering and supporting service standard excellence.  

You’ll do this through working closely with your team members to ensure they have the skills, knowledge and support to thrive in their roles and bring our values to life in their interactions with guests and the broader team. 

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:

  • Leading service excellence and empowering your team to deliver heartfelt service,
  • Assisting the broader hotel team in efficiently resolve guest issues,
  • Briefing all shift team members about arriving and departing guests and encouraging them in proactively anticipating their needs,
  • Maintaining up-to-date guest preferences and profiles so that our return guests get a perfect stay with all of their individual and personalised requests looked after, or, alternatives arranged when this is not possible,
  • Act on guest feedback given verbally or through social media channels to make recommendations and improve our guests’ experience,
  • Welcoming and taking care of our Hilton Honors (loyalty program) guests, making sure that their benefits are delivered and thoroughly explained,
  • Collaborating with other departments, particularly housekeeping, engineering and food & beverage operations to deliver a seamless experience,
  • Identify opportunities for upselling and promote when appropriate,
  • Assisting the Front Office Manager with rostering, training, and people management related activities,
  • Responding to emergency situations; acting as chief fire warden in the event of an alarm, responding to first aid situations, responsible service of alcohol enforcement and pool incidents as required,
  • Taking responsibility for hotel security, complying with fire regulations, liquor licensing and all OSH legislation.

Skills & Experience

The successful candidate will demonstrate the following skills, experience and attributes:

  • Experience in an equivalent managerial or supervisory role, ideally within a hotel's Front Office environment,
  • OnQ Property Management System experience preferred,
  • Ability to work a rotating roster that includes weekends and overnight shifts,
  • Holds a bachelor degree in hotel management, business, or another related field (desirable),
  • Unrestricted  Australian Working Rights,
  • First Aid qualification,
  • Approved Manager & Responsible Service of Alcohol certification,
  • Australian National Police Clearance,
  • COVID-19 Hygiene Course Certificate (AHAWA)
  • A demonstrated history of working in an unsupervised,
  • Successful team leadership, interpersonal and communication skills, ideally within a hotel setting,
  • Ability to deliver results under pressure and to time constraints, and
  • Flexibility to respond to a variety of different work situation.

Culture & Benefits

As a DoubleTree by Hilton Guest Relations Manager, you can expect to receive:

  • A competitive industry salary and leave benefits,
  • Exclusive team member only discount on global Hilton room rates and generous discounts on food and beverage in participating outlets, and
  • Long term career development planning and opportunities.

What will it be like to work for DoubleTree?

DoubleTree by Hilton Perth Northbridge is an exciting and modern new property in the heart of Perth’s cultural and entertainment hub.  This full service hotel has 206 rooms, and is set to bring style and comfort to Northbridge. This stunning property is the first of its brand in Western Australia and the first new build DoubleTree in Australasia.

Our team are responsible for living up to the DoubleTree brand essence, to be Simply Welcoming.  Our DoubleTree Icon, the warm cookie on arrival is just that, Simply Welcoming and a reminder of the comforts of home.  Our culture of Creating A Rewarding Experience (CARE) binds our team together in their passion to make a difference to the stay of all of our guests.

As a DoubleTree by Hilton team member, you can expect to receive:

  • A competitive industry wage
  • Team member discounts on global Hilton room rates and generous discounts on food & beverage, 
  • Long term career development planning and opportunities, and      
  • An investment in your wellbeing to include flexible working arrangements that support you in making space for what matters most.

 

 

 

 

 

 

 

 

 

 

 

Chiusa

Guest Relations Manager

Western Australia, Australia

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