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.
What are We are 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 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: