Guest Relations Manager The WB Abu Dhabi, Curio Collection by Hilton

Hilton; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading global hospitality company is seeking a Guest Relations Manager in Abu Dhabi. The ideal candidate will manage the needs of VIP Guests and ensure exceptional experiences are delivered. Responsibilities include serving as a primary contact for VIP Guests, addressing complaints, and communicating with various departments. Previous management experience in customer service and strong leadership skills are required. This role is essential in maintaining high service levels and guest satisfaction.

Qualifications

• Previous managerial experience in a customer service function.
• High level of IT proficiency is advantageous.

Responsibilities

• Manage the needs of VIP Guests and inform Team Members.
• Serve as the main point of contact for VIP Guests.
• Seek feedback and respond to Guest queries efficiently.
• Manage Guest complaints promptly.
• Maintain high customer service standards.

Skills

Excellent leadership skills

Interpersonal and communication skills

Ability to listen and respond to demanding Guest needs

Accountability and resilience

Commitment to high customer service

Ability to work under pressure

Job description

EOE/AA/Disabled/Veterans

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.

What will I be doing

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:

• 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 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 managerial 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 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 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!

Required Experience

Manager