A Guest Relations Manager manages the needs of VIP and long‐stay guests and informs other Team Members of VIP/long‐stay Guest needs in order to ensure an exceptional Guest experience.
What will I be doing?
* 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?
* 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 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
Work Locations
DoubleTree by Hilton Hobart
Schedule
Full‐time
Brand
Doubletree by Hilton
Job
Guest Services, Operations, and Front Office
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