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Guest Service Manager

3 months ago

Adelaide, Australia Hilton Hotels Full time

JOB DESCRIPTION

Guest Service Manager / Duty Manager

We are seeking a dynamic and experienced Guest Service Manager/ Duty Manager to join our team. The ideal candidate will have a proven track record in hotel management, exceptional leadership skills, and a passion for delivering exceptional guest experiences.

Join the Team at Hilton Adelaide today 

Hilton Hotels are a renowned hospitality brand known for their commitment to excellence in guest service and satisfaction. With a portfolio of upscale hotels globally, we strive to create memorable experiences for every guest, ensuring their stay is nothing short of exceptional.

Hilton Adelaide is centrally located, overlooking Victoria Square. The hotel has 377 rooms ranging from guest rooms to the executive floor and suites. Hilton Adelaide offers unrivalled conference and events facilities comprising of 19 meeting rooms. It is the only 5-star hotel in Adelaide able to host 500 delegates to meet, eat and sleep, all under one roof. 

What will I be doing?

The role of Guest Service Manager/ Duty Manager at Hilton Adelaide is crucial in ensuring the smooth running of our daily operations. To excel in this role, candidates must display an inquisitive nature, level-headedness, flexibility, and the ability to think quickly to deliver an outstanding guest experience.

As the Guest Service Manager/ Duty manager, you will be responsible for ensuring that the front desk and outlets operate smoothly, maintaining the highest standards of guest service, and ensuring the safety and security of both guests and staff. You will assist with training requirements of team members and work closely with other hotel departments to ensure that all areas of the hotel run smoothly.

Your primary responsibility will be supporting the Front Office team by managing arrivals and departures, facilitating smooth check-in and check-out processes, and ensuring guests enjoy exceptional experiences at Hilton Global standards.

 

In emergencies, you will act as the First Responder and Chief Warden. You will be responsible for implementing hotel emergency procedures and ensuring the safety of everyone on the premises. Your role also includes watching for undesirable guests, effectively handling guest complaints, and ensuring maximum guest satisfaction. With your keen attention to detail, you will maintain a security presence in all hotel areas and conduct regular checks to uphold the hotel standards.

As the representative of the Front Office Manager and General Manager, in their absence, you will be responsible for making decisions and handling guest issues per hotel policies and procedures, contributing to Hilton Adelaide’s overall success and reputation

What are we looking for?

Guest Service Managers 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, behaviors, skills, and values that follow:

·         Proven experience within similar role or capacity.

·         Superior team-building skills.

·         Passion for outstanding customer service.

·         Ability to work in a face-paced environment.

·         High standard of personal presentation.

·         Excellent problem-solving and decision-making skills.

·         Proficient in Microsoft Office and other relevant software applications.

·         Availability to work full-time across a 7-day roster with alternating shifts.

·         Knowledge of industry regulations and best practices.

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

·         A degree or diploma in Hotel Management or equivalent.

·         Minimum of 3 years’ experience in a management role.

 

Why you’ll love working for Hilton 

·         Comprehensive training and support for your new role.

·         Access to the world’s best Team Member Travel Program with highly discounted rates.

·         Monthly dry-cleaning allocation.

·         Discounts of up to 25-50% on products and services in participating Hilton outlets.

·         Access to Hilton University training, offering more than 3000 learning programs.

·         Career development planning and opportunities.

·         Promote from within culture with potential to grow your career with a global company.

  

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. Our amazing Team Members are at the heart of it all