Guest Relations Manager

Hilton Hotels; Melbourne; On-site; AUD 72,000 - 88,000; Full time

Benefits offered by this job

Worldwide travel discounts

25% off Food & Beverage

Growth and development opportunities

Employee Assistance Programs

Team Member Recognition Programs

Job summary

Hilton Melbourne Little Queen Street is seeking a Front Office Leader to mentor and coach the Front Office Agents, manage shifts and ensure exceptional guest service. You will report to the Assistant Front Office Manager and work in a fast-paced hotel environment on a rotating roster.

Your daily duties include supporting daily Front Office operations, upholding brand standards, handling guest requests and resolving issues while ensuring a top-tier guest experience.

Qualifications

• A minimum of 1 year experience in a leadership front office role in a similar sized hotel.
• Fluent in English and able to communicate professionally with guests and team members, both in person and over the telephone.
• Excellent leadership, interpersonal, training and development skills.
• A passion for delivering exceptional guest experiences.

Responsibilities

• Assist the Assistant Front Office Manager with the management and support of daily Front Office Operations.
• Manage and support the Front Office team, ensuring that brand standards are met and guest expectations are exceeded.
• Handle guest requests, inquiries and complaints promptly.
• Handle any management issues or emergencies that arise, record and resolve as necessary.
• Assist with Maintenance and Housekeeping related concerns outside business hours.
• Assist with Reservations quality checks and inventory management.
• Maximise sales revenues through up‑selling and marketing programs within the department.
• Maintain knowledge of hotel products, services, policies and emergency procedures.
• Ensure your team maintains a professional manner and are up to date with VIP guest movements, hotel events, local attractions and activities.

Skills

Leadership

Guest service

Communication

IT skills

Tools

Excel

Word

Job description

About Hilton Melbourne Little Queen Street

Hilton Melbourne Little Queen Street combines old world charm with modern luxuries! This newly opened hotel is located in the heart of the CBD, and features 244 stylish guest rooms, including 10 spacious suites, a restaurant and bar, fully equipped gym and five meeting & event spaces.

About the role

Leading the way with your passion for hospitality and customer service you will be responsible for mentoring and coaching the team of Front Office Agents. You will also manage the shift, ensuring check-in, check-out and related services are provided to guests with exceptional service. Reporting to the Assistant Front Office Manager, you will enjoy working as part of a team in a fast‑paced environment, on a rotating shift basis. Your daily duties will include:

• Assisting the Assistant Front Office Manager with the management and support of daily Front Office Operations

• Manage and support the Front Office team, ensuring that brand standards are met and guest expectations are exceeded

• Handle guest requests, inquiries and complaints promptly

• Handle any management issues or emergencies that arise, record and resolve as necessary

• Assisting with Maintenance and Housekeeping related concerns outside business hours

• Assisting with Reservations quality checks and inventory management

• Maximise sales revenues through up‑selling and marketing programs within the department

• Maintain knowledge of hotel products, services, policies and emergency procedures

• Ensure your team maintains a professional manner and are up to date with VIP guest movements, hotel events, local attractions and activities

What are we looking for?

• A minimum of 1 year experience in a leadership front office role in a similar sized hotel

• Fluent in the English and able to communicate professionally with guests and team members, both in person and over the telephone

• Excellent leadership, inter‑personal, training and development skills

• A passion for delivering exceptional guest experiences

• Demonstrated ability to resolve problems and conflict, and work efficiently under pressure

• Well‑presented, organised and calm personality

• High level of IT skills, including Excel and Word

• Ability to work around a 7‑day week roster including mornings, afternoons, overnights, weekends and public holidays
  

What will it be like to work for Hilton?

At Hilton we know that our Team Members are the reason behind our success so in turn we are committed to ensuring that Hilton is a workplace where you can Thrive and make time for what matters most. In 2025, Hilton ranked #1 across all industries by the Great Place to Work Institute in Australia and Worldwide. At Hilton, you can also look forward to receiving:

• Worldwide travel discounts at unbelievable rates for you and your friends and family!

• $80,228 per year + super + benefits

• 25% off Food & Beverage in the hotels.

• Free access to growth and development opportunities from top class providers; Harvard University and LinkedIn Learning just to name a few

• A workplace culture that foster personal wellbeing and gives you free access to Employee Assistance Programs to support your mental and physical wellbeing

• Team Member Recognition Programs, including monthly celebrations and quarterly team events.

• Hilton's 2030 corporate social responsibility goals, volunteering and community engagement opportunities.

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
Our award‑winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world‑class brands, and a company‑wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.
Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.
Join #1 Great Place to Work in Australia and make every guests stay memorable with your welcoming personality, making every guests stay unforgettable!