Assistant Manager Guest Relations

Hilton; Gurugram District; On-site; INR 300,000 - 600,000; Full time

Job summary

Hilton in Gurugram invites an enthusiastic Front Office Associate to serve guests with warmth and efficiency, handling check-ins, check-outs and general inquiries.

You will work in a fast-paced hotel environment, ensure VIP guest experiences, manage reservations, and coordinate with housekeeping and other departments.

This role requires flexibility with shifts, a polished appearance and commitment to service excellence.

Responsibilities

• Greet guests and check them in/out with warm hospitality.
• Maintain high service standards and follow hotel policies.
• Assist VIP guests and coordinate with sub-departments as needed.
• Handle guest inquiries and resolve issues promptly.
• Update guest profiles in the OnQ PMS.
• Participate in rotating shifts including nights.
• Ensure room readiness and respond to guest requests.

Job description

Job Identification: 219347

Job Category: Guest Services, Operations, and Front Office

Job Schedule: Full time

To maintain a high customer service focus by approaching your job with the customers always in mind.

To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.

To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.

To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.

To maintain high team, focus by showing co-operation and support to colleagues in the pursuit of team goals.

To ensure that all Front Office related polices and guidelines are followed and implemented.

Maintain a high standard of personal appearance, grooming and hygiene in accordance with the hotel policy This position includes night shift work as well as early and late shifts on a rotating basis.

Team member is not permitted to use personal mobile phones during the shift hours. Meet and interact with guests to enhance guest satisfaction

Solicit guest feedback on their stay in the Hotel through documentation in SALT formats.

Check if all amenities are in place for VIP, executives and lady guests.

Check the VIP rooms and keep the keys and personal stationary ready to facilitate express check-in.

You can be transferred at the discretion of the Management to any sub department or department within the Hotel or any other Hotel of the same chain

Maintain quality standards and maximize utility of departmental resources.

Regularly update guest preferences and profiles on the OnQ Property Management System.

Responsible for smooth operations of the department.

Improve efficiency standards to ensure better performance.

To be flexible and undertake any other reasonable duties and responsibilities as assigned, including re-deployment to alternative departments/areas if required, to meet business demands and guest service needs.

Financial o To ensure current knowledge of key hotel and department financial targets

• To maintain a working knowledge of key costs associated with the department and assist in practicing more cost-effective ways of work.

Administration o To assist in any inventory / stocktaking as & when required.

• To ensure that the reports are filed correctly. o To work, focused on standards and not accept those below hotel specifications.

• To handle guest and employee inquiries in a courteous and efficient manner and report guest complaints or problems to next level if no immediate solution can be found and assure follow-up with the party concerned.

Demonstrate full working knowledge of all duties and tasks in the place of work.