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Guest Relations Manager

2 months ago

Hobart, Tasmania, Australia Hilton Hotels Full time
About the Role

We are seeking a highly skilled Guest Relations Manager to join our team at DoubleTree by Hilton Hobart. As a key member of our pre-opening team, you will be responsible for delivering exceptional guest experiences and ensuring that our hotel exceeds the expectations of our valued customers.

Key Responsibilities
  • Manage the needs of VIP guests and inform other team members of their requirements to ensure an exceptional guest experience.
  • Meet, greet, and direct guests who enter the lobby area, providing a warm and welcoming first impression.
  • Serve as the main point of contact for VIP guests, ensuring that 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.
  • 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 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, choosing 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.
Requirements
  • Previous managerial experience in a customer service function.
  • 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.
What We Offer
  • A competitive industry rate.
  • Worldwide travel discounts at unbelievable rates for you and your friends and family and generous discounts on food and beverage offerings.
  • Free access to growth and development opportunities from top-class providers.
  • A workplace culture that fosters personal well-being and gives you free access to Employee Assistance Programs to support your mental and physical well-being.
  • Inclusion in a generous bonus scheme, long-term career development planning, and opportunities.
  • Investment in your well-being to include flexible working arrangements that support you in making space for what matters most.