Hilton Careers – Guest Relations Manager

Job Responsibilities:

• Briefing all shift team members about arriving and departing guests and encouraging them in proactively anticipating their needs,
• Responding to emergency situations; acting as chief fire warden in the event of an alarm, responding to first aid situations, responsible service of alcohol enforcement and pool incidents as required,
• Collaborating with other departments, particularly housekeeping, engineering and food & beverage operations to deliver a seamless experience,
• Welcoming and taking care of our Hilton Honors (loyalty program) guests, making sure that their benefits are delivered and thoroughly explained,
• Act on guest feedback given verbally or through social media channels to make recommendations and improve our guests’ experience,
• Maintaining up-to-date guest preferences and profiles so that our return guests get a perfect stay with all of their individual and personalised requests looked after, or, alternatives arranged when this is not possible,
• Identify opportunities for upselling and promote when appropriate,
• Taking responsibility for hotel security, complying with fire regulations, liquor licensing and all OSH legislation.
• Assisting the broader hotel team in efficiently resolve guest issues,
• Assisting the Front Office Manager with rostering, training, and people management related activities,
• Leading service excellence and empowering your team to deliver heartfelt service,

Job Requirements:

• Ability to work a rotating roster that includes weekends and overnight shifts,
• Successful team leadership, interpersonal and communication skills, ideally within a hotel setting,
• COVID-19 Hygiene Course Certificate (AHAWA)
• A demonstrated history of working in an unsupervised,
• Approved Manager & Responsible Service of Alcohol certification,
• OnQ Property Management System experience preferred,
• Unrestricted Australian Working Rights,
• Australian National Police Clearance,