【职位描述】
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?
As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP 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 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

【任职要求】
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
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

关于希尔顿希尔顿（NYSE: HLT）是国际最具知名度的酒店管理公司之一，拥有十七大卓越酒店品牌，在全球113个国家和地区直接管理、特许经营、持有以及租赁超过5,600家酒店，逾912,000间客房。一直以来，希尔顿始终致力于履行世界最热情好客酒店的使命并在卓越职场研究所2018年的“全球最佳职场”评选中名列第二，成为全球排名最高的酒店集团。自1919年成立以来，希尔顿酒店已共计为超过30亿名宾客提供了服务。同时，作为屡获殊荣的常客奖励计划希尔顿荣誉客会?（Hilton Honors），它已为全球近8,200万名会员提供包括电子登记入住及选择客房、数字密钥与智能客房等非凡礼遇。更多详情请登录newsroom.hilton.com，并在Facebook、Twitter、Linkedln、Instagram和Youtube上与希尔顿联系。