Guest Relations Manager

Hilton Worldwide

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Hilton Worldwide (NYSE: HLT) is a leading global hospitality company, spanning the lodging sector from luxury and full-service hotels and resorts to extended-stay suites and focused-service hotels. For 95 years, Hilton Worldwide has been dedicated to continuing its tradition of providing exceptional guest experiences. The company's portfolio of twelve world-class global brands is comprised of more than 4,250 managed, franchised, owned and leased hotels and timeshare properties, with more than 700,000 rooms in 93 countries and territories, including Hilton Hotels & Resorts, Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Curio - A Collection by Hilton, Canopy by Hilton, DoubleTree by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Hotels, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. The company also manages an award-winning customer loyalty program, Hilton HHonors.

 

Job Description:

A Food and Beverage Supervisor is responsible for supervising operations of Food and Beverage outlets to deliver an excellent Guest and Member experience while working with the team to ensure departmental targets are met.

 

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.

 

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. For nearly a century, Hilton Worldwide has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton Worldwide is dedicated to continuing its tradition of providing exceptional guest experiences across its 13 global brands, which include Hilton Hotels & Resorts, Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Canopy by Hilton, Curio A Collection by Hilton, DoubleTree by Hilton, Embassy Suites by Hilton, Hilton Garden Inn, Hampton Hotels, Tru by Hilton, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. 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!

 

 

What will I be doing?

What will I be doing?

 

As Guest Relations Manager, 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 Manager 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 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 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 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 budget

Maintain good communication and work relationships in all hotel areas

Maintain staffing levels to meet business demands

Attend all Reception meetings and Executive Lounge 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

What are we looking for?

 

Guest Relations Managers serving Hilton Worldwide 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:

 

Previous managerial experience in a customer service function

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

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

 

Previous experience in a customer service function or a similar role

A passion for delivering an exceptional level of Guest service

High level of IT proficiency

This job originally appeared elsewhere.

Summary

Company

Hilton Worldwide

Job Level

Vocational/Semi-Skilled/Unskilled Labour

Location

Lagos

Specialization

Vocational Trade and Services

Job Type

Full-Time

Minimum Qualification

OND

Preferred Years of Experience

1 - 3 years