Guest Relations Manager

Exceptional Hospitality Starts with You
The Guest Relations Manager plays a key leadership role in driving exceptional guest experiences, especially for VIPs, Hilton Honors members, and long-stay guests. This position oversees guest engagement operations in the lobby, Executive Lounge, and other guest contact points while ensuring proactive communication and resolution of guest concerns. The role also supervises the Duty Managers team and works closely with the Front Office Guest Service Agents, Concierge, Bell Desk, and other departments.
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:
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:
Proven experience in a front office or guest service management role within the hospitality industry.
Strong leadership and team management skills, with the ability to inspire and motivate staff.
Excellent communication and interpersonal skills, with a guest-centric approach.
Strong problem-solving abilities and attention to detail, with the ability to handle high-pressure situations.
Proficiency in hotel property management systems (PMS) and front office operations.
Proficiency in English; additional languages are a plus.
Ability to work flexible hours, including nights, weekends, and holidays.
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

Work arrangement
No