Guest Relations Executive

Hilton; Kuwait; On-site; KWD 6,696 - 11,160; Full time

Job summary

Hilton is seeking a Guest Relations Executive to manage VIP guest needs and ensure an exceptional guest experience. You will greet guests, brief departments on VIP requirements, and handle feedback and inquiries promptly in a dynamic hotel environment.

You will also support long‑stay guests, resolve complaints, and seek upsell opportunities while maintaining top service levels across Reception, Lobby, and Executive Lounge. Strong IT proficiency and teamwork are essential.

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 brief hotel departments on their requirements.
• Seek verbal feedback from customers and respond to queries promptly.
• Act as contact for long‑stay guests and offer information or advice.
• Manage, record and resolve guest complaints promptly.
• Maintain very high customer service levels for Reception, Lobby and Executive Lounge.
• Identify opportunities to upsell and promote services when appropriate.
• Suggest lobby/reception decoration ideas for seasonal periods.
• Coordinate rewards with the Executive Lounge Manager while respecting budget.
• Maintain communication with all hotel areas and staffing levels.
• Attend Reception and Executive Lounge meetings.
• Comply with security, fire regulations and health and safety laws.
• Follow front‑of‑house policies and use property management systems correctly.
• Assist other departments as required.

Skills

Listening

Communication

Leadership

Interpersonal skills

Customer service

Resilience

Work under pressure

Flexibility

Tools

IT proficiency

CRM systems

Job description

Responsibilities

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

Qualifications

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. 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!