A Guest Relations Team Member engages with our VIP Guests throughout the entire hospitality experience. From check-in to check-
out, the Guest Relations Team is always prepared to respond to VIP Guest requests at concierge, during promotional activities, and more.
What will I be doing?
As a Guest Relations Team Member, you will serve on the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments.
A Guest Relations Team Member truly influences the first impressions of our VIP Guests and, therefore, is responsible for performing the following tasks to the highest standards :
Check the guest arrival reports in advance of VIP Guest check-in and coordinate with Housekeeping on room allocations for VIP guests
Be responsible for special room assignments and suite occupancies
Welcome and fulfill the check-in process of VIP Guests, including serving as an escort to the Executive Lounge and VIP Guest room
Ensure all VIP rooms meet the highest quality standards and include all requested amenities before VIP Guest arrival
Manage the Guest Relations Desk in the hotel lobby
Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on VIP Guest requirements
Maintain the inventory of Guest amenities
Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events
What are we looking for?
Guest Relations Team Members serving Hilton 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 :
Calm, efficient, and organized with great attention to detail
Excellent personal presentation and communication skills
A passion for delivering exceptional levels of Guest service
Ability to multi-task while maintaining a positive attitude when working with a VIP Guest
Computer literate and able to navigate through Company systems
Professional manner with an emphasis on hospitality and guest service
Guest relations experience in the hotel, leisure, and / or entertainment sectors
Proven ability to listen and respond to demanding Guest needs
Conflict resolution experience
Cash handling experience