Guest Relations Manager

Hilton; Tamil Nadu; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Hilton in Tamil Nadu is seeking a Guest Relations Manager to oversee front office operations and guest services, ensuring top-notch service and memorable experiences for guests. You will manage check-in/out, resolve concerns, and lead a team of front desk agents and guest service representatives to uphold Hilton standards.

The role emphasizes guest-centric service, leadership, and the ability to drive occupancy through up-selling while mentoring the team and maintaining smooth daily operations.

Qualifications

• Proven experience in front office or guest service management within hospitality.
• Strong leadership and team management to inspire staff.
• Excellent communication with a guest-centric approach.
• Strong problem-solving and attention to detail under pressure.
• Proficiency in PMS and front office operations.
• Proficient in English; additional languages a plus.
• Ability to work nights, weekends, and holidays.

Responsibilities

• Lead daily front office operations including guest service, registration, room inventory, and policy adherence.
• Monitor guest satisfaction and guide improvements for service excellence.
• Support revenue initiatives through up-selling and promotions.
• Provide regular updates and training on hotel offerings and local attractions.
• Welcome guests, respond to inquiries, and resolve concerns promptly.
• Oversee VIP guest experiences for seamless check-in/check-out.
• Inspire and develop the team through coaching and performance feedback.

Skills

Leadership

Guest service

PMS familiarity

Front office operations

English proficiency

Communication

Flexible hours

Education

Bachelor's degree in Hospitality

Tools

Opera PMS

Fidelio PMS

Job description

Job Identification: 215154

Job Category: Guest Services, Operations, and Front Office

Job Schedule: Full time

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 oversee the daily operations of the front office and guest services teams, ensuring that all guests receive outstanding service. You will manage check-in and check-out processes, resolve guest concerns, and lead a team of front desk agents and guest service representatives to meet the hotel’s service standards. As a Guest Relations Manager, you’re not just overseeing daily front office operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

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

• Lead daily front office operations: Overseeing Front Office activities, including guest service, registration, room inventory, and adherence to policies and standards

• Monitor and elevate service: Assist in tracking guest satisfaction, addressing service issues, and guiding the team to implement improvements that enhance the guest experience

• Support revenue initiatives: Assist in promoting hotel services and executing up-selling tactics to drive room occupancy and revenue growth

• Facilitate team knowledge: Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions

• Delight our guests: Welcome guests, respond to inquiries, and resolve concerns promptly to uphold service standards

• Oversee VIP guest experience: Review VIP reservations and ensure an elevated and seamless check-in and check-out experience

• Inspire and develop the team: Supervise and support front office team members, monitor performance, provide coaching, and foster a positive and productive work environment

What It Takes to Make the Stay

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:

• Proven experience in a front office or guest service management role within the hospitality industry.
• Strong leadership and team management skills, with the ability to inspire and motivate staff.
• Excellent communication and interpersonal skills, with a guest-centric approach.
• Strong problem-solving abilities and attention to detail, with the ability to handle high-pressure situations.
• Proficiency in hotel property management systems (PMS) and front office operations.
• Proficiency in English; additional languages are a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.

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 (https://www.hilton.com/en/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—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog (https://jobs.hilton.com/blogs) to see why we’re more than a great place to stay—we’re a great place to work.