A Guest Service Manager directly addresses the needs for the excellent operation and service of the departments Buttlers, Concierge and Bell attendants, also VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.  Supervises the Front Office Team (Concierges, Buttlers and Bell Attendants) to ensure that our Guests receive an exceptional experience from check-in through check-out.

What will I be doing?
As Guest Service Manager, you will directly address the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Service Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

Create and monitor the performing the following tasks to the highest standards: (Conrad and Forbes standard of care SOPs.)Contacting VIP and repeat guests prior to arrival to learn their preferences.Ability to negotiate with national and local suppliers of high level (premium), in order to enrich the offer for our guests: restaurants, golf courses, transportations, cultural guides, etc.Ability to manage area budgets and report on expenditures and revenues.Meet, greet and direct Guests who enter the lobby areaServe as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirementsSeek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient mannerServe 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 RelationsManage, record and resolve promptly Guest or customer complaintsEnsure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive LoungeDemonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriateShow 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 GuestCommunicate 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 budgetMaintain good communication and work relationships in all hotel areas

Maintain staffing levels to meet business demands

 

Comply with hotel security, fire regulations and all health and safety legislationAct in accordance with policies and procedures when working with front of house equipment and property management systems

What are we looking for?

Guest Service Manager 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:

An ability to listen and respond to demanding Guest needsExcellent leadership, interpersonal and communication skillsAccountable and resilientCommitment to delivering a high level of customer serviceAbility to work under pressureFlexibility 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 in a similar roleA passion for delivering an exceptional level of Guest serviceHigh 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!