Guest Relations Manager (Full Time)

Hilton Hotels; Perth; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Uniform provided

Free meals on duty

Career development

Travel program discounts

Fitness passport

Food & beverage discounts

Recognition programs

Wellbeing initiatives

Job summary

Hilton Perth is seeking a Guest Relations Manager to lead from the front, creating personalised, memorable guest experiences and building genuine connections with every guest. You will inspire and support the Front Office team, coordinate with departments across the hotel, and ensure a seamless guest journey that reflects Hilton's warmth.

Based in Perth CBD, this role offers an award‑winning culture, ongoing development and global opportunities within Hilton's hospitality family.

Qualifications

• Minimum 12 months of full Australian working rights (sponsorship not offered).
• Be based in Perth Metropolitan Area or willing to relocate (no relocation allowance).
• Experience in Guest Relations, Front Office or similar leadership role in a 4/5-star hotel.

Responsibilities

• Lead guest experience by creating genuine connections and anticipating needs.
• Drive service excellence across Front Office and guest journey.
• Personally welcome VIPs and Hilton Honors members and manage preferences.
• Take ownership of guest concerns and empower team to deliver service recovery.
• Lead by example on the hotel floor and coach Team Members to deliver hospitality.
• Coordinate guest preferences across departments to ensure seamless service.

Skills

Guest relations

Leadership

Communication

VIP handling

PMS familiarity

Tools

PMS

Job description

As our Guest Relations Manager, you’ll lead from the front to create personalised and memorable guest experiences. You’ll build genuine connections with our guests, anticipate their needs, manage special requests and service recovery, and ensure every guest feels recognised and valued. You’ll also 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.

Discover Your Next Destination

Located in the heart of Perth's CBD, Parmelia Hilton Perth combines contemporary elegance with warm hospitality. Just moments from Elizabeth Quay, Brookfield Place, and the city's premier business and entertainment precincts, the hotel offers exceptional dining experiences, stylish accommodation, and outstanding service. As part of Hilton's flagship hotel in Western Australia, you'll have the opportunity to build a rewarding career while creating memorable experiences for our guests every day.

A World of Rewards

• Enjoy the convenience of a fully provided and laundered uniform
• Complimentary fresh and healthy meals while on duty
• Personalised development with support from our on-site Learning & Development Manager, plus global career opportunities across Hilton.
• Make a meaningful impact through our award-winning Corporate Responsibility programmes - learn more (Responsible Business | Travel with Purpose | Hilton TWP)
• Go Hilton Team Member Travel Program - enjoy heavily discounted hotel stays from as little as $70 per night across the globe https://travelwithpurpose.hilton.com/responsible-business/
• Fitness Passport - access a wide network of gyms and fitness centres
• Up to 25% off Food & Beverage across participating outlets
• Year-round recognition programmes celebrating your contributions and achievements
• Wellbeing initiatives to support your mental and physical health

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- 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. As Guest Relations Manager, you'll lead from the front to create exceptional and personalised guest experiences, build meaningful connections and inspire your team to bring the light and warmth of Hilton hospitality to life, every guest, every time.

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In addition, this role requires the following minimum qualifications:

• A minimum of 12 months of full Australian working rights (sponsorship is not offered)
• Be physically based in the Perth Metropolitan Area or willing to relocate (no relocation allowance is offered)
• Previous experience in Guest Relations, Front Office or a similar leadership role, ideally within a 4 or 5-star hotel environment.
• Strong leadership skills with the ability to coach, support and inspire a team to deliver exceptional guest experiences
• Excellent communication and interpersonal skills, with a natural ability to build genuine connections with guests and Team Members.
• Skilled in handling VIP guests and resolving issues professionally and proactively.
• Familiarity with hotel PMS and luxury service standards.
• Fluent in English; additional languages are a plus.
• Available to work varied shifts, including nights, weekends, and holidays.
• Above all, a genuine passion for hospitality and creating memorable experiences for every guests.

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In addition, this role requires the following minimum qualifications:

• A minimum of 12 months of full Australian working rights (sponsorship is not offered)
• Be physically based in the Perth Metropolitan Area or willing to relocate (no relocation allowance is offered)
• Previous experience in Guest Relations, Front Office or a similar leadership role, ideally within a 4 or 5-star hotel environment.
• Strong leadership skills with the ability to coach, support and inspire a team to deliver exceptional guest experiences
• Excellent communication and interpersonal skills, with a natural ability to build genuine connections with guests and Team Members.
• Skilled in handling VIP guests and resolving issues professionally and proactively.
• Familiarity with hotel PMS and luxury service standards.
• Fluent in English; additional languages are a plus.
• Available to work varied shifts, including nights, weekends, and holidays.
• Above all, a genuine passion for hospitality and creating memorable experiences for every guests.

Here’s what you’ll do during a typical day:

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: Personally welcome and engage with VIPs, Hilton Honors members and returning guests, ensuring preferences, benefits and special occasions are thoughtfully managed.

Guest Relations & Service Recovery: Take ownership of guest concerns and feedback, resolving issues confidently and empowering the team to deliver effective service recovery.

Problem Solving: Resolve guest concerns professionally and efficiently. Collaborate with departments to fulfill guest needs promptly.

Team Leadership: Lead by example on the hotel floor, supporting, coaching and motivating Team Members to consistently deliver exceptional Hilton hospitality.

Cross-Departmental Coordination: Communicate guest preferences to relevant teams. Ensure smooth service delivery across all touchpoints.

• Guest Feedback & Reporting: Monitor guest feedback and identify opportunities to enhance service, strengthen guest loyalty and continuously improve the overall guest experience.

Here’s what you’ll do during a typical day:

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: Personally welcome and engage with VIPs, Hilton Honors members and returning guests, ensuring preferences, benefits and special occasions are thoughtfully managed.

Guest Relations & Service Recovery: Take ownership of guest concerns and feedback, resolving issues confidently and empowering the team to deliver effective service recovery.

Problem Solving: Resolve guest concerns professionally and efficiently. Collaborate with departments to fulfill guest needs promptly.

Team Leadership: Lead by example on the hotel floor, supporting, coaching and motivating Team Members to consistently deliver exceptional Hilton hospitality.

Cross-Departmental Coordination: Communicate guest preferences to relevant teams. Ensure smooth service delivery across all touchpoints.

• Guest Feedback & Reporting: Monitor guest feedback and identify opportunities to enhance service, strengthen guest loyalty and continuously improve the overall guest experience.

Guest Relations Manager (Full Time) • Perth, WA, AU