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Guest Relations Manager

2 months ago

Melbourne, Victoria, Australia Hilton Hotels Full time
{"h2": "Job Title: Guest Relations Manager", "p": "At Hilton Melbourne Little Queen Street, we are seeking a skilled Guest Relations Manager to join our Front Office team. As a key member of our team, you will be responsible for mentoring and coaching our Front Office Guest Service Agents, ensuring exceptional service to our guests.

Responsibilities:

* Assist the Front Office Manager with daily operations and support the team in meeting brand standards and guest expectations
* Manage and support the Front Office team, ensuring that all guest requests, inquiries, and complaints are handled promptly and professionally
* 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 the team maintains a professional manner and is 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

What We Offer:

* Worldwide travel discounts at unbelievable 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
* A workplace culture that fosters personal wellbeing and gives you free access to Employee Assistance Programs
* Team Member Recognition Programs, including monthly celebrations and quarterly team events
* Hilton's 2030 corporate social responsibility goals, volunteering, and community engagement opportunities

If you are a motivated and customer-focused individual who is passionate about delivering exceptional guest experiences, we encourage you to apply for this exciting opportunity.

Hilton Melbourne Little Queen Street is an equal opportunities employer and welcomes applications from diverse candidates.

Please note that this job description is a summary of the main responsibilities and requirements for the role. It is not an exhaustive list of tasks and duties that the successful candidate will be expected to perform.

We look forward to hearing from you

Best regards,
[Your Name]"}