Guest Relations Executive

Hilton; Kuwait; Remote; KWD 12,000 - 18,000; Full time

Job summary

Hilton Kuwait is seeking a Guest Relations Executive to positively shape the guest experience. You will be the first point of contact for VIP guests, coordinate with hotel departments, and ensure prompt responses to guest needs.

The role requires professional communication, a client-focused mindset, and the ability to manage guest feedback while maintaining lounge and reception standards.

Qualifications

• An ability to listen and respond to demanding Guest needs.
• Excellent leadership, interpersonal and communication skills.
• Accountable and resilient.
• Commitment to delivering a high level of customer service.
• Ability to work under pressure.
• Flexibility to respond to a variety of different work situations.
• Previous experience in a customer service function or in a similar role.
• A passion for delivering an exceptional level of Guest service.
• High level of IT proficiency.

Responsibilities

• Meet, greet and direct Guests who enter the lobby area.
• Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements.
• Seek verbal feedback from customers and respond to all Guest queries promptly.
• Serve as a contact for long-stay Guests of 14+ days.
• Manage, record and resolve Guest complaints.
• Maintain a high level of customer service for Reception, Lobby and Executive Lounge.
• Identify opportunities for up-selling and promoting services.
• Coordinate with Executive Lounge Manager and reward loyal Guests within budget.
• Maintain communication with all hotel areas and staffing levels.

Skills

VIP guest handling

Customer service

Communication

Team collaboration

Upselling

Tools

PMS

Job description

Job Identification:

211193

Job Schedule:

Full time

What will I be doing?

As Guest Relations Executive, you will directly address the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Executive is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Meet, greet and direct Guests who enter the lobby area

• Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements

• Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner

• Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations

• Manage, record and resolve promptly Guest or customer complaints

• Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge

• Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate

• Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest

• Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget

• Maintain good communication and work relationships in all hotel areas

• Maintain staffing levels to meet business demands

• Attend all Reception meetings and Executive Lounge Meetings

• Comply with hotel security, fire regulations and all health and safety legislation

• Act in accordance with policies and procedures when working with front of house equipment and property management systems

• Assist with other departments, as necessary

What are we looking for?

Guest Relations Executives serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• An ability to listen and respond to demanding Guest needs

• Excellent leadership, interpersonal and communication skills

• Accountable and resilient

• Commitment to delivering a high level of customer service

• Ability to work under pressure

• Flexibility to respond to a variety of different work situations

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in a customer service function or in a similar role

• A passion for delivering an exceptional level of Guest service

• High level of IT proficiency

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands (http://jobs.hiltonworldwide.com/our-brands/index.php). Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!