Guest Relations Supervisor

A Guest Relations Executive directly addresses the needs of VIP and long-stay
Guests and informs other Team Members of VIP/long-stay Guest needs in order to
ensure an exceptional Guest experience.

What will I be doing?

As Guest Relations Executive, you will directly address the needs of VIP
Guests and inform other Team Members of VIP needs in order to ensure an
exceptional Guest experience. A Guest Relations Executive 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
* 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
* Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget
* Maintain good communication and work relationships in all hotel areas
* Maintain staffing levels to meet business demands
* Attend all Reception meetings and Executive Lounge 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?

Guest Relations Executives 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:
* An ability to listen and respond to demanding Guest needs
* Excellent leadership, interpersonal and communication skills
* Accountable and resilient
* Commitment to delivering a high levels 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 in 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!