At Hilton, united by our vision to fill the earth with the light and warmth of hospitality, we are looking for a Guest Relations Manager. In this role, you will manage the needs of VIP and long-stay guests and coordinate with hotel departments to ensure we deliver remarkable hospitality experiences every day.
What You'll Do
- Meet, greet, and direct guests entering the lobby area.
- Serve as the main point of contact for VIP guests and ensure all hotel departments are briefed on their requirements.
- Seek verbal feedback from customers regularly and respond to all guest queries promptly.
- Act as a dedicated point of contact for long-stay guests of 14 days or longer.
- Manage, record, and resolve guest complaints efficiently.
- Ensure a consistently high level of customer service in Reception, the Lobby area, and the Executive Lounge.
- Promote hotel facilities and identify opportunities for up-selling services.
- Create ideas for seasonal lobby and reception decorations to enhance the guest atmosphere.
- Communicate with the Executive Lounge Manager to track and reward regular guests within budget.
- Maintain strong working relationships across all hotel areas.
- Manage staffing levels to meet business demands.
- Attend all Reception and Executive Lounge meetings.
- Comply with hotel security, fire regulations, and all health and safety legislation.
- Follow policies for using front-of-house equipment and property management systems.
- Assist other departments as needed.
What We're Looking For
- Previous managerial experience in a customer service function.
- Ability to listen and respond to demanding guest needs.
- Excellent leadership, interpersonal, and communication skills.
- Accountable and resilient character.
- Commitment to delivering a high level of customer service.
- Ability to work effectively under pressure.
- Flexibility to respond to a variety of work situations.
Nice to Have
- Previous experience in a customer service function or similar role.
- A passion for delivering exceptional guest service.
- A high level of IT proficiency.
- Knowledge of the Croatian language.
Hilton is an equal opportunity employer.
