Guest Relations Supervisor

A Guest Relations Supervisor directly addresses the needs of VIP and longstay Guests and informs other Team Members of VIP/longstay Guest needs in order to ensure an exceptional Guest experience.

What will I be doing

A Guest Relations Supervisor is responsible for managing the first impressions of our Guests and therefore must perform the following tasks to the highest standards:

• • 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 longstay 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 upselling 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
  • Maintain good communication and work relationships in all hotel areas
  • Maintain staffing levels to meet business demands

EOE/AA/Disabled/Veterans

What are we looking for

Guest Relations 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
• Spanish and English are mandatory

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

The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of worldclass brands. Dedicated to filling the earth with the light and warmth of hospitality we have welcomed more than 3 billion guests in our more than 100year history. Hilton is proud to have an awardwinning workplace culture and we are consistently named among one of the Worlds Best Workplaces.
We support the mental and physical wellbeing of all Team Members so they can Thrive thanks to innovative programs and benefits such as workplace flexibility career growth and development and our Go Hilton Team Member Travel discount program. Hilton prioritizes understanding and integrating our Team Members unique perspectives and voicesalong with those of our Guests Owners Suppliers and Partnersto cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what its like to be on Team Hilton!

We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions of his or her role and to receive other benefits and privileges of employment.

Your Candidate Experience in every selection process is very important to us. As such you might receive an email from The Hilton Recruiting Team with the subject line Your experience with Recruiting with a request to learn more about your interviewing experience. The email is not spam and you can click the link. The survey should take no more than 1 minute to complete and we would appreciate your feedback as this will help our Human Resource and Recruiting Teams to focus on what is important to you