Guest Relations Manager (Duty Manager)

Job Description

Job Description - Guest Relations Manager (Duty Manager) (HOT0BF91) Job Number: HOT0BF91 Work Locations DoubleTree by Hilton Hobart179 Macquarie St, Hobart TAS 7000 DoubleTree by Hilton Hobart – Guest Relations Manager We are looking for passionate hospitality stars to join our pre-opening team. * Australian Working Rights Required * With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton, and many others. If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike. About DoubleTree by Hilton Hobart Hilton’s first hotel in Tasmania - DoubleTree by Hilton Hobart situated in the heart of Hobart within walking distance to the CBD, the waterfront, and Salamanca Place. The hotel will offer 206 well-appointed rooms, a restaurant and bar, two versatile meeting rooms, an indoor swimming pool, and a state-of-the-art fitness center. What will it be like to work for Hilton? You can expect to receive: A competitive industry rate Worldwide travel discounts at unbelievable rates for you and your friends and family and generous discounts on food and beverage offerings Free access to growth and development opportunities from top-class providers; Harvard University and LinkedIn Learning just to name a few A workplace culture that fosters personal well-being and gives you free access to Employee Assistance Programs to support your mental and physical well-being Inclusion in a generous bonus scheme, long-term career development planning and opportunities Investment in your well-being to include flexible working arrangements that support you in making space for what matters most What will I be doing? As Guest Relations Manager, you will manage the needs of Guests and inform other Team Members of Guests' 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 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 Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for upselling 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 Front Office 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 Front Office 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 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 Job: Guest Services, Operations, and Front Office #J-18808-Ljbffr