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.
