Guest Relations Executive

A Guest Relations Executive with Hilton Hotels and Resorts directly addresses 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 this Hilton Brand?

One of the most recognized names in the industry, Hilton Hotels & Resorts offers travelers a world of authentic experiences. The brand continues to be the innovative, forward-thinking global leader of hospitality. With products and services that meet the needs of tomorrow's savvy global travelers, we shape experiences in which every Guest feels cared for, valued, and respected.

If you understand the importance of upholding a brand’s reputation and value the effort it takes to provide a globally recognized hospitality experience, you may be just the person we are looking for to work as a Team Member with Hilton Hotels & Resorts. Because it’s with Hilton Hotels & Resorts where we promise an exceptional Guest experience every time.

What will I be doing?

As Guest Relations Executive, you will directly address the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Executive 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 area

• 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 long-stay Guests  – ensuring they feel comfortable and can ask advice or information from Guest Relations

• Manage, record and resolve promptly Guest or customer complaints, follow with the traces in ONQ system

• 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 in order to enhance the overall image and warmth of this area for the Guest

• Communicate with the HOD's and track and reward regular Guests for their loyalty and creativity; choose 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 depatrment 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