Guest Relations Manager
A Guest Relations Manager manages 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.

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:

• Manage Front Desk operations to ensure exceptional guest service and seamless shift transitions including 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
• Lead and mentor the team, including rostering, training, and performance reviews.
• Handle guest feedback, complaints, and special requests with professionalism and initiative.
• Liaise with departments such as Housekeeping, Engineering, and Food & Beverage to ensure service excellence & maintain good communication and work relationships in all hotel areas
• Ensure compliance with Workplace Health & Safety, licensing, and RSA obligations.
• 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
• 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 staffing levels to meet business demands
• Oversee emergency procedures and act as Fire Panel and EWS System controller during shifts.
• Maintain security of hotel systems, keys, and guest data.
• Uphold and promote brand standards and guest loyalty programs.
• Act in accordance with policies and procedures when working with front of house equipment and property management system

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 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 situation