Guest Experience Leader

Hilton; Western Australia; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Uniform provided

Meals on duty

Global career opportunities

Responsible Business & Travel with Pur

Team Member Travel program

Fitness passport access

Discounts on Food & Beverage

Recognition programs

Wellbeing initiatives

Job summary

Parmelia Hilton Perth, located in the heart of Perth's CBD, combines contemporary elegance with warm hospitality. As Guest Relations Manager, you’ll lead from the front to create personalised and memorable guest experiences and build genuine connections with our guests.

You’ll inspire and support our Front Office team, working closely with departments across the hotel to deliver a seamless guest journey and bring the light and warmth of Hilton hospitality to life, every guest, every time.

Qualifications

• Minimum 12 months of Australian working rights.
• Based in the Perth Metropolitan Area or willing to relocate.
• Experience in Guest Relations, Front Office or a similar leadership role in a 4- or 5-star hotel.
• Strong leadership to coach, support and inspire a team.
• Excellent communication and interpersonal skills with guests and team members.
• Skilled handling VIP guests and resolving issues proactively.
• Familiarity with hotel PMS and luxury service standards.
• Fluent in English; additional languages are a plus.
• Able to work varied shifts including nights, weekends and holidays.
• Passion for hospitality and creating memorable experiences for every guest.

Responsibilities

• Guest Experience & Engagement: Lead the guest experience by creating genuine connections, anticipating needs and ensuring every guest feels recognised, valued and cared for.
• Service Excellence: Drive exceptional service standards across the Front Office, ensuring personalised and seamless experiences throughout the guest journey.
• VIP & Hilton Honors Recognition: Welcome and engage with VIPs, Hilton Honors members and returning guests, managing preferences and special occasions.
• Guest Relations & Service Recovery: Take ownership of guest concerns and feedback, resolving issues and empowering the team.
• Problem Solving: Resolve guest concerns professionally and efficiently; collaborate with departments to fulfill needs.
• Team Leadership: Lead by example on the hotel floor, coaching and motivating Team Members to deliver Hilton hospitality.
• Cross-Departmental Coordination: Communicate guest preferences to relevant teams for smooth service delivery.
• Guest Feedback & Reporting: Monitor feedback and identify opportunities to improve the guest experience.

Skills

Guest relations

Leadership

VIP handling

Communication

Problem solving

Tools

Hotel PMS

Job description

Parmelia Hilton Perth, located in the heart of Perth's CBD, combines contemporary elegance with warm hospitality. As Guest Relations Manager, you’ll lead from the front to create personalised and memorable guest experiences and build genuine connections with our guests.

You’ll inspire and support our Front Office team, working closely with departments across the hotel to deliver a seamless guest journey and bring the light and warmth of Hilton hospitality to life, every guest, every time.