Guest Relations Manager

About Hilton Melbourne Little Queen Street

Hilton Melbourne Little Queen Street combines old world charm with modern luxuries! This newly opened hotel is located in the heart of the CBD, and features 244 stylish guest rooms, including 10 spacious suites, a restaurant and bar, fully equipped gym and five meeting & event spaces.

About the role

Leading the way with your passion for hospitality and customer service you will be responsible for mentoring and coaching the team of Front Office Guest Service Agents. You will also manage the shift, ensuring check-in, check-out and related services are provided to guests with exceptional service.  Reporting to the Front Office Manager, you will enjoy working as part of a team in a fast-paced environment, on a rotating shift basis. Your daily duties will include:

• Assisting the Front Office Manager with the management and support of daily Front Office Operations
• Manage and support the Front Office team, ensuring that brand standards are met and guest expectations are exceeded
• Handle guest requests, inquiries and complaints promptly
• Handle any management issues or emergencies that arise, record and resolve as necessary
• Assisting with Maintenance and Housekeeping related concerns outside business hours
• Assisting with Reservations quality checks and inventory management
• Maximise sales revenues through up-selling and marketing programs within the department
• Ensure your team maintains a professional manner and are up to date with VIP guest movements, hotel events, local attractions and activities

What are we looking for?

• A minimum of 1 year experience in a leadership front office role in a similar sized hotel
• Fluent in English and able to communicate professionally with guests and team members, both in person and over the telephone
• Excellent leadership, inter-personal, training and development skills
• A passion for delivering exceptional guest experiences
• Demonstrated ability to resolve problems and conflict, and work efficiently under pressure
• Well-presented, organised and calm personality
• High level of IT skills, including Excel and Word
• https://jobs.hilton.com/apac/en/job/HOT0BKR8/Guest-Relations-Manager