Guest Relations Manager

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

• Ensure streamline communication with the team and guests and achieve consistent results.
• To anticipate, in advance, all materials and supplies and ensure their availability.
• To promote teamwork and foster a harmonious working climate.
• To follow through and constantly update the restaurant/bar guest databases to be efficient and consistent in relation to regulars, whiskey club members and VIPs.
• To ensure all communication with American Whiskey Club Members with regards to enquiries, and monthly reservation updates.
• Overview of Menu and EDMs creation for special events
• Update and maintain guest profile history. This includes keeping track of Guest birthday, Anniversary to offer to make reservation, if the guest wishes to dine with us.
• To ensure to keep up to date on Competition analysis by keeping track of happening in the city and calling competition on regular basis to update on promotion and pricing.
• To take ownership of the Restaurant and Bar areas in all aspects, including taking guests’ orders and the service of Food & Beverage products.
• To take full ownership of any reservation for groups, VIP and media.
• To ensure proper procedures and maintenance in regard to guests’ correspondences, both in terms of inquiries and follow-up.
• The ability to maintain and update computer files whenever needed, including standardized letters, latest menus, etc.
• To discuss, in advance, any menu changes or daily specials with staff, ensuring knowledge of each
• To handle and report any accident immediately, no matter how minor
• To recognize and address potential intoxicated disruptive or undesired guests.
• To effectively handle guest complaints and report to a manager of situation and resolution.
• To respond properly in any hotel emergency of safety situation.
• To coordinate and successfully perform the daily secondary duties.
• To perform other tasks or projects as assigned by hotel management and staff.
• To set up a proper procedure and maintenance with regards to par-stocks for all menus, beverage lists and wine lists.
• To be fully aware of the reservation procedures and telephone techniques according to the Hilton standards.
• To ensure that the telephone system is working properly at all times.
• To respond properly in any hotel emergency of safety situation.
• To perform other tasks or projects as assigned by the hotel management and staff.
• To set up hostesses check lists (daily, weekly and monthly).
• To create, compile and update Manhattan manual training.
• To ensure stationary cost control.
• To oversee and coordinate all arrivals and departures of special guests (VIPs, etc)
• To manage communication between guests and staff.
• To direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to.
• To appraise team’s performance.
• To be able to build and keep good relationship to Bar Industry, Suppliers, Etc.
• To ensure events enquiry and bookings are taken and deal with in a given timeline.
• To maximize potential revenue for the bar by bringing in events, private booking and buy-outs.
• To examine activities logbook, assign tasks appropriately and implement schedule daily.
• To work closely hand-in-hand with the Floor Manager to ensure staff well fare is look into and to ensure that the bar operates at its highest maintaining and following key standards.

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

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In addition, this role requires the following minimum qualifications:

• Demonstrates initiative, a positive attitude, and a willingness to learn and continuously develop new skills and knowledge.
• Ability to adapt to changing operational requirements and perform assigned duties in a dynamic environment.
• Ability to work collaboratively with colleagues and contribute to achieving team goals.https://efet.fa.us2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1009/jobs/preview/215487