Guest Relations Manager

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will oversee the daily operations of the front office and guest services teams, ensuring that all guests receive outstanding service. You will manage check-in and check-out processes, resolve guest concerns, and lead a team of front desk agents and guest service representatives to meet the hotel’s service standards. As a Guest Relations Manager, you’re not just overseeing daily front office operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here’s what you’ll do during a typical day:

• Lead daily front office operations: Overseeing Front Office activities, including guest service, registration, room inventory, and adherence to policies and standards

• Monitor and elevate service: Assist in tracking guest satisfaction, addressing service issues, and guiding the team to implement improvements that enhance the guest experience

• Support revenue initiatives: Assist in promoting hotel services and executing up-selling tactics to drive room occupancy and revenue growth

• Facilitate team knowledge: Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions

• Delight our guests: Welcome guests, respond to inquiries, and resolve concerns promptly to uphold service standards

• Oversee VIP guest experience: Review VIP reservations and ensure an elevated and seamless check-in and check-out experience

• Inspire and develop the team: Supervise and support front office team members, monitor performance, provide coaching, and foster a positive and productive work environment

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member: