Guest Relations Manager

Hilton Worldwide, Inc.; Dartford; On-site; GBP 25,000 - 45,000; Full time

Job summary

An established industry player in hospitality is seeking a passionate Guest Relations Manager to lead a dynamic team. This role involves mentoring front office staff, ensuring exceptional guest service, and managing daily operations in a fast-paced environment. You will be responsible for handling guest requests and complaints, maximizing sales through up-selling, and maintaining a professional atmosphere. With a focus on personal growth and development, this position offers exciting opportunities for career advancement and the chance to make a significant impact on guest experiences. Join a team that values well-being and recognizes your contributions!

Benefits

Worldwide travel discounts

25% off Food & Beverage

Free dry cleaning for uniform

Access to development opportunities

Employee Assistance Programs

Team Member Recognition Programs

Community engagement opportunities

Qualifications

• Minimum of 1 year experience in a leadership front office role.
• Fluent in English with excellent communication skills.

Responsibilities

• Mentoring and coaching the Front Office Guest Service Agents.
• Managing daily Front Office Operations and guest inquiries.

Skills

Leadership Skills

Customer Service

Problem Solving

Communication Skills

IT Skills (Excel, Word)

Education

Experience in Front Office Role

Job description

Job Description - Guest Relations Manager (HOT0BKR8)

Job Description

Guest Relations Manager (

Job Number:

HOT0BKR8 )

Work Locations

Work Locations

: Hilton Melbourne Little Queen Street 18 Little Queen Street Melbourne 3000

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 Guest Service 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 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 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
• 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 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
• 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

Hilton Employee Benefits

• Worldwide travel discounts at unbelievable rates for you and your friends and family!
• 25% off Food & Beverage in the hotels.
• Free dry cleaning for your uniform
• 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.

Job

Job

: Guest Services, Operations, and Front Office