Front Office Team Leader (Guest Relations)

Hilton Hotels; Mumbai; On-site; INR 480,000 - 720,000; Full time

Job summary

Hilton Hotels in Mumbai seeks a Guest Relationship Officer to be the primary contact for guests throughout their stay, delivering personalized service and memorable experiences.

You will coordinate VIP services, handle special requests, manage guest profiles, and work with various departments to ensure service excellence. Fluency in English is required, with nights/weekends flexibility and experience in guest relations preferred.

Qualifications

• Previous experience in guest relations, front office, concierge, or executive floor service.
• Excellent communication and interpersonal abilities with a guest-centric approach.
• Fluent in English; additional languages are a plus.

Responsibilities

• Welcome guests and serve as their main point of contact throughout their stay.
• Handle inquiries, special requests, and provide personalized service.
• Proactively check in with guests to ensure satisfaction and arrange dining, transport, and room preferences.
• Deliver tailored service to VIPs and coordinate special occasions and amenities.
• Resolve guest concerns professionally and efficiently, collaborating with departments.
• Communicate guest preferences to relevant teams to ensure smooth service delivery.

Skills

Guest relations

Front office

Concierge

VIP service

Communication

Tools

Hotel PMS

Job description

Exceptional Hospitality Starts with You

Picture yourself brightening someone s day. When you join our Hotels team, that s exactly what you ll do every time you come to work! You will be the primary point of contact for guests during their stay, ensuring that they receive personalized attention and support. Your role will be key in building relationships with guests, enhancing their stay, and ensuring guest loyalty. As a Guest Relationship Officer , and managing special requests - you re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

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:

• Previous experience in guest relations, front office, concierge, or executive floor service, preferably in a luxury hospitality setting.
• Excellent communication and interpersonal abilities with a guest-centric approach.
• 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.
• Positive, proactive, and committed to delivering exceptional guest experiences.

Here s what you ll do during a typical day:

• Guest Interaction Relationship Building: Welcome guests and serve as their main point of contact throughout their stay. Handle inquiries, special requests, and provide personalized service.
• Service Excellence: Proactively check in with guests to ensure satisfaction. Arrange dining, transport, and room preferences to enhance the guest experience.
• VIP Services: Deliver tailored service to VIPs and high-profile guests. Coordinate special occasions and personalized amenities.
• Problem Solving: Resolve guest concerns professionally and efficiently. Collaborate with departments to fulfill guest needs promptly.
• Cross-Departmental Coordination: Communicate guest preferences to relevant teams. Ensure smooth service delivery across all touchpoints.
• Guest Feedback Reporting: Collect and report guest feedback to improve service. Maintain updated guest profiles and prepare daily interaction reports.