Guest Relations Executive

Guest Relations Executive

The Guest Relations Executive provides leadership and guidance to the Guest Relations staff during the assigned shift to ensure consistent quality service is provided.

What will I be doing

As the Guest Relations Executive, you will be responsible for performing the following tasks to the highest standards:

• Team Supervision

  : Supervise the Guest Relations staff to ensure smooth and efficient operations during your shift. Provide clear directions and monitor performance to encourage improvement.

• Effective Communication

  : Communicate effectively, both verbally and in writing, to provide clear instructions to the team and maintain high levels of service.

• Problem Solving

  : Use creative management skills to solve guest and team member problems, ensuring compliance with Hilton's standards and providing consistent high-quality guest relations.

• Guest Concerns and Emergencies

  : Manage the desk, resolve guest concerns, and handle emergencies or challenges that may arise during your shift, exercising discretion and judgment in implementing solutions.

• Guest Welcome and Interaction

  : Greet guests with a friendly, sincere welcome, listen to their needs, and resolve any issues or concerns promptly. Provide personalized service for VIP guests.

• Team Training and Development

  : Actively participate in training and development, including formal training sessions and on-the-job training, ensuring all team members maintain consistent service standards.

• Induction and New Team Member Support

  : Facilitate the smooth induction and training of new team members, ensuring they are equipped to perform their duties competently.

• Guest Check-in and Service

  : Oversee guest check-ins, ensuring that registration cards are completed, reservation details are confirmed, and payment is secured. Ensure a warm and welcoming arrival experience.

• Guest Satisfaction and Follow-up

  : Handle complaints efficiently and follow-up with guests to ensure satisfaction with problem resolutions.

• Room Allocation and Preferences

  : Allocate rooms according to guest reservations, preferences, and specific requests. Maintain organized and sales-focused room inventory management.

• VIP Relations

  : Serve as the primary point of contact for VIP guests, ensuring they are treated personally and that their specific needs are met.

• Cross-department Communication

  : Liaise with Sales, Reservations, and the Business Development teams to manage corporate guest needs. Coordinate with Housekeeping, F&B, and other departments to ensure seamless service.

• Hilton Honors Promotion

  : Promote Hilton Honors membership to guests, ensuring that enrolled members receive personalized services and benefits.

• System and Record Management

  : Ensure guest profiles and reservation information are accurately entered into the system, and maintain updated guest records in line with Hilton's standards.

• Adherence to Brand Standards

  : Apply Hilton brand standards in all actions and interactions, setting an example for the team on how to implement those standards.

• Operational Reporting and Communication

  : Ensure that front desk operations, such as guest service manager checklists, billing instructions, and financial records, are completed efficiently and accurately.

• Health & Safety Compliance

  : Comply with Health & Safety regulations, emergency procedures, and fire safety standards. Act as part of the fire team when needed.

• Revenue and Sales Awareness

  : Keep up to date with competitor activities and ensure the hotel's selling strategy, including demand-based pricing, is followed. Maximize revenue while adhering to Hilton's ethical standards.

• Cost and Inventory Management

  : Maintain stock levels and ensure the front desk is properly stocked and requisitioned. Monitor costs to manage expenses effectively.

• Guest Relocation

  : Handle guest relocations as required, ensuring minimal disruption to the guest experience.

• Safety and Security

  : Maintain safety deposit boxes and ensure guests valuables are secure. Follow standard cash handling procedures and credit policies.

• Folio and Departure Efficiency

  : Ensure accurate charges on guest folios and efficient departure procedures.

• Other Responsibilities

  : Carry out any other reasonable duties as assigned by the management.

What are we looking for

A Guest Relations Executive serving Hilton Brands should possess the following qualities:

• Leadership and Supervision

  : Ability to effectively lead and motivate a team, ensuring consistent quality service.

• Problem-solving Skills

  : Strong ability to resolve guest concerns and emergencies, making sound decisions under pressure.

• Customer Service Orientation

  : Exceptional communication skills and a genuine passion for delivering personalized guest experiences.

• Training and Development Focus

  : Ability to train and develop team members to ensure they meet Hilton's service standards.

• Attention to Detail

  : High attention to detail in all aspects of guest interactions, room allocation, and operational procedures.

• Organizational Skills

  : Ability to manage multiple tasks efficiently while ensuring guest satisfaction and operational efficiency.

• Sales and Revenue Awareness

  : Knowledge of sales strategies and the ability to promote Hilton services and maximize revenue opportunities.

• Adaptability

  : Ability to work varying schedules and respond to the cyclical nature of the hospitality industry.

• Health & Safety Awareness

  : Commitment to ensuring that all safety and security regulations are followed.