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 areaServe as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirementsSeek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient mannerServe 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 RelationsManage, record and resolve promptly Guest or customer complaintsEnsure a very high level of customer service is constantly maintained for Reception, Lobby areaDemonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriateShow 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 GuestCommunicate and track regular Guests for their loyalty and choose rewards that meet Guest preferences while remaining within the allocated budgetMaintain good communication and work relationships in all hotel areasMaintain staffing levels to meet business demandsAttend all Reception meetingsComply with hotel security, fire regulations and all health and safety legislationAct in accordance with policies and procedures when working with front of house equipment and property management systemsAssist with other departments, as necessary
Work Experience
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 needsExcellent leadership, interpersonal and communication skillsAccountable and resilientCommitment to delivering a high levels of customer serviceAbility to work under pressureFlexibility to respond to a variety of different work situations
Benefits
Basic SalaryHousing AllowanceTransportation AllowanceYearly vacation ticket entitlementMedical InsuranceLife Insurance
Disclaimer
This job posting is for a position at a hotel that is owned and operated by an independent franchisee. The franchisee controls all aspects of the hotel’s employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept this position, you will be employed by a franchisee and not by Hilton. You will not be eligible from compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee.