Guest Relations Executive

Job description

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 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:

·  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?

The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces.

We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our  Go Hilton Team Member Travel  discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!

We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of his or her role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.