Hilton Jobs

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

What will you be doing?

As the Guest Relations Manager, you will be responsible for performing the following tasks to the highest standards:

• Monitor current status and room availability, efficiency level of the Front Office and ensure that all employees are performing assigned tasks according to set standards.

• Maximize every opportunity to increase revenue by up selling.

• Responsible for providing accurate rooms revenue reports and report all findings of discrepancies.

• Monitor performance standards and reporting issues or concerns as needed.

• Ensure all GSAs are well-groomed, maintaining standards of conduct, dressing, hygiene and posture.

• Maintain a detailed record of all incidents (guest or employee), findings and other relevant information of the incidents in the logbook. Where discretion is required, report directly to the Front Office Manager.

• Maintain record of guests’ feedbacks and take remedial action to resolve problems.

• Coordinate and cooperate with all other operating departments, maintain strong relationships and interaction with all hotel guests, visitors and members of the local community.

• Attend meetings as required with the Front Office Manager.

• Ensure that procedures set with regards to guest confidentiality are strictly adhered to.

• Ensure all Front Desk personnel are familiar with emergency procedures. In case of such situations, coordinate all actions with primary focus on life and second on property protection.

• Monitor, report and make recommendations on security and safety issues for both guests and employees as noted during shifts.

• Schedule and regularly conduct routine inspection of all areas directly pertaining to hotel operations, closely scrutinizing to ensure that all standards are met and exceeded.

• Fully responsible for all emergency cases in the absence of the General Manager, Resident Manager and Division Heads.

• Thoroughly knowledgeable with hotel emergency procedures, ensuring maximum safety of the guests, patrons and employees during emergencies, protecting the hotel’s interests.

• Be responsible and receptive to guests’ complaints, analyse and within the limitation set, make correct and quick decisions to ensure total guest satisfaction whilst also protecting the hotel’s property and revenue.

• Oversee the day to day operation of the Front Desk and ensure that all guests’ needs are handled quickly and efficiently with warm and natural service.

• Ensure all VIPs are welcomed upon arrival and bid farewell upon departure.

• Responsible for ensuring that all guest areas and public areas are maintained to maximum cleanliness and tidiness, liaising with Engineering or Housekeeping on all matters regarding repairs, cleanliness or refreshing.

• Proficient in system operations to handle and solve temporary system problems.

What are we looking for?

A Guest Relations Manager serving Hilton Brands is 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:

• Junior College and above.

• At least 2 years working experience in a hotel and 1 year as an Assistant Duty Manager in a similarly branded hotel.

• Good communication skills.

• Fluent in verbal and written English to meet business needs.

• Enthusiastic, customer oriented, motivated and a team builder.

• Able to work long hours.

• Familiar with computer systems.

• Well versed in Front Office and related departmental operations.

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 travellers 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!

Job: Guest Services, Operations, and Front Office

Title: Duty Manager

Location: null

Requisition ID: HOT0A1AZ

EOE/AA/Disabled/Veterans