Guest Relations Executive - Conrad Abu Dhabi Etihad Towers

Hilton Worldwide, Inc.; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading global hospitality company seeks a Guest Relations Executive at Conrad Abu Dhabi Etihad Towers. This role focuses on addressing VIP guests' needs and ensuring exceptional service. Responsibilities include greeting guests, managing complaints, and promoting hotel services. Ideal candidates should possess strong leadership and communication skills, with a passion for exceptional guest service. Experience in customer service is preferred. Join our dedicated team to provide remarkable hospitality experiences.

Qualifications

• Ability to listen and respond to demanding guest needs.
• Commitment to delivering high levels of customer service.
• High level of IT proficiency.

Responsibilities

• Meet, greet and direct guests who enter the lobby area.
• Serve as the main point of contact for VIP guests.
• Manage, record and resolve promptly guest complaints.
• Communicate with the Level45 Manager regarding guest loyalty.

Skills

Excellent leadership

Interpersonal skills

Communication skills

Ability to listen

Flexibility

Pressure management

Job description

Job Description – Guest Relations Executive – Conrad Abu Dhabi Etihad Towers (HOT0BZGG)

Job Number

HOT0BZGG

Work Location

Conrad Abu Dhabi Etihad Towers, Etihad Towers West, Corniche Abu Dhabi

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 for 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 Level45.
• 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 Level45 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 Level45 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?

• An ability to listen and respond to demanding guest needs.
• Excellent leadership, interpersonal and communication skills.
• Accountable and resilient.
• Commitment to delivering 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 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 over 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!