Guest Relations Supervisor at Hilton Worldwide

Hilton Worldwide is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. The company also manages the world-class guest reward program Hilton HHonors.At Hilton, 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. And, our amazing Team Members are at the heart of it all! Come be a part of our team!A Guest Relations Supervisor manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.What will it be like to work for a Hilton Worldwide Brand? Our Team Members are the Heart of Hilton. As extraordinary hospitality professionals, we work together to make Hilton a great place to work and to build rewarding careers for ourselves and our colleagues.Job RequirementsWhat will I be doing?As Guest Relations Supervisor, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. 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:Meet, greet and direct Guests who enter the lobby areaServe as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirementsSeek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient mannerServe as a point of contact for long-stay Guests, ensuring they feel comfortable and can ask advice or information from Guest RelationsManage, record and resolve promptly Guest or customer complaintsEnsure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive LoungeDemonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriateShow 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 GuestCommunicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budgetMaintain good communication and work relationships in all hotel areasMaintain staffing levels to meet business demandsAttend all Reception meetings and Executive Lounge MeetingsComply with hotel security, fire regulations and all health and safety legislationAct in accordance with policies and procedures when working with front of house equipment and property management systemsAssist with other departments, as necessary

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