Guest Relations Manager

Hilton Worldwide, Inc.; Daerah Khusus Ibukota Jakarta; On-site; USD 30,000 - 60,000; Full time

Job summary

An established industry player in hospitality seeks a dynamic Guest Relations Manager to enhance the experience of VIP and long-stay guests. In this pivotal role, you'll ensure that every guest feels valued and attended to, managing their needs and expectations with exceptional service. The ideal candidate will possess strong leadership and communication skills, demonstrating a commitment to customer satisfaction. Join a team dedicated to creating memorable experiences and be part of a company that values warmth and hospitality in every interaction.

Qualifications

• Previous managerial experience in customer service is essential.
• High IT proficiency and ability to work under pressure.

Responsibilities

• Manage VIP Guests' needs and ensure exceptional experiences.
• Resolve Guest complaints promptly and maintain high service standards.

Skills

Customer Service Management

Interpersonal Skills

Leadership

Communication Skills

Problem Solving

Education

Bachelor's Degree in Hospitality Management

Relevant Certifications

Job description

Job Description - Guest Relations Manager (HOT0BM20)

Job Description

Guest Relations Manager (

Job Number:

HOT0BM20

Work Locations

DoubleTree by Hilton Jakarta Diponegoro, 17 Jalan Pegangsaan Timur, Central Jakarta, 10310

A Guest Relations Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs 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 to ensure an exceptional Guest experience. Responsibilities include:

• Meet, greet, and direct Guests entering the lobby
• Serve as the main contact for VIP Guests, briefing hotel departments on their requirements
• Seek verbal feedback from customers regularly and respond promptly to Guest queries
• Act as a point of contact for long-stay Guests (14 days or longer), ensuring they feel comfortable and can seek advice or information from Guest Relations
• Manage, record, and resolve Guest or customer complaints promptly
• Maintain high customer service standards in Reception, Lobby, and Executive Lounge
• Understand all hotel facilities and services, identifying opportunities for up-selling and promotion
• Contribute creative ideas for lobby/reception decoration during seasonal periods to enhance ambiance
• Coordinate with the Executive Lounge Manager to track and reward loyal Guests, selecting rewards aligned with Guest preferences and budget
• Maintain good communication and relationships across hotel departments
• Manage staffing levels to meet business demands
• Participate in all Reception and Executive Lounge meetings
• Comply with hotel security, fire regulations, and health and safety legislation
• Follow policies and procedures when working with front-of-house equipment and property management systems
• Assist other departments as necessary

What are we looking for?

Ideal candidates should demonstrate:

• Previous managerial experience in customer service
• Excellent listening, response, leadership, interpersonal, and communication skills
• Accountability and resilience
• High commitment to customer service
• Ability to work under pressure and respond flexibly to various situations

Preferred additional capabilities include:

• Experience in customer service or similar roles
• A passion for delivering exceptional Guest service
• High IT proficiency

What will it be like to work for Hilton?

Hilton is a leading global hospitality company, offering a range of accommodations from luxury hotels to extended-stay suites. With nearly a century of experience, Hilton is committed to providing exceptional guest experiences worldwide. Our vision is "to fill the earth with the light and warmth of hospitality," and our team members are central to achieving this goal.