Guest Relations Manager

2 weeks ago

Melbourne, Victoria, Australia Hilton Hotels Full time

About Hilton Melbourne Little Queen Street

Hilton Melbourne Little Queen Street combines old world charm with modern luxuries. This newly opened hotel is located in the heart of the city, and features 244 stylish guest rooms, including 10 spacious suites, a restaurant and bar, fully equipped gym and five meeting & event spaces.

About the Role

As a key member of our Front Office team, you will be responsible for mentoring and coaching our Guest Service Agents. You will also manage the shift, ensuring check-in, check-out and related services are provided to guests with exceptional service. Reporting to the Front Office Manager, you will enjoy working as part of a team in a fast-paced environment, on a rotating shift basis.

Key Responsibilities

  • Assist the Front Office Manager with the management and support of daily Front Office Operations
  • Manage and support the Front Office team, ensuring that brand standards are met and guest expectations are exceeded
  • Handle guest requests, inquiries and complaints promptly
  • Handle any management issues or emergencies that arise, record and resolve as necessary
  • Assist with Maintenance and Housekeeping related concerns outside business hours
  • Assist with Reservations quality checks and inventory management
  • Maximise sales revenues through up-selling and marketing programs within the department
  • Ensure your team maintains a professional manner and are up to date with VIP guest movements, hotel events, local attractions and activities

Requirements

  • A minimum of 1 year experience in a leadership front office role in a similar sized hotel
  • Fluent in English and able to communicate professionally with guests and team members, both in person and over the telephone
  • Excellent leadership, inter-personal, training and development skills
  • A passion for delivering exceptional guest experiences
  • Demonstrated ability to resolve problems and conflict, and work efficiently under pressure
  • Well-presented, organised and calm personality
  • High level of IT skills, including Excel and Word

Hilton Employee Benefits

  • Worldwide travel discounts at unbeatable rates for you and your friends and family
  • 25% off Food & Beverage in the hotels
  • Free dry cleaning for your uniform
  • Free access to growth and development opportunities from top class providers; Harvard University and LinkedIn Learning just to name a few
  • A workplace culture that fosters personal wellbeing and gives you free access to Employee Assistance Programs to support your mental and physical wellbeing
  • Team Member Recognition Programs, including monthly celebrations and quarterly team events
  • Hilton's 2030 corporate social responsibility goals, volunteering and community engagement opportunities

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