Job Title: Guest Relations Manager
Organisation: Hilton Hotels
& Resorts
& Resorts
Duty Station: Kampala, Uganda
Job Number: HOT029GC
About Hilton Hotels & Resorts:
Hilton Hotels
& Resorts is an international chain of full service hotels and resorts and
the flagship brand of Hilton Worldwide. The Hilton Hotels brand remains one of
the company’s flagship brands and one of the largest hotel brands in the world.
The company places marketing emphasis on both business travel and leisure
travel with locations in major city centers, near airports, convention centers,
and a number of vacation resorts and leisure-oriented hotels in popular
vacation destinations around the world.
& Resorts is an international chain of full service hotels and resorts and
the flagship brand of Hilton Worldwide. The Hilton Hotels brand remains one of
the company’s flagship brands and one of the largest hotel brands in the world.
The company places marketing emphasis on both business travel and leisure
travel with locations in major city centers, near airports, convention centers,
and a number of vacation resorts and leisure-oriented hotels in popular
vacation destinations around the world.
Job Summary: The Guest Relations Manager will support the Hilton
Hotels and Resorts in overseeing the needs of VIP and long-stay Guests and
inform other Team Members of VIP/long-stay Guest needs in order to ensure an
exceptional Guest experience.
Hotels and Resorts in overseeing the needs of VIP and long-stay Guests and
inform other Team Members of VIP/long-stay Guest needs in order to ensure an
exceptional Guest experience.
Key Duties and Responsibilities:
·
The incumbent will meet, greet and direct Guests who
enter the lobby area
The incumbent will meet, greet and direct Guests who
enter the lobby area
·
Serve as the main point of contact for regular
guests and VIP Guests and ensure hotel departments are fully briefed on their
requirements
Serve as the main point of contact for regular
guests and VIP Guests and ensure hotel departments are fully briefed on their
requirements
·
Ensure a very high level of customer service is
constantly maintained for Reception, Lobby area and Executive Lounge
Ensure a very high level of customer service is
constantly maintained for Reception, Lobby area and Executive Lounge
·
Seek verbal feedback from customers on a regular
basis and respond to all Guest queries in a timely and efficient manner.
Seek verbal feedback from customers on a regular
basis and respond to all Guest queries in a timely and efficient manner.
·
Act as the point of contact for long-stay Guests of
14 days or longer – ensuring they feel comfortable and can ask advice or information
from Guest Relations
Act as the point of contact for long-stay Guests of
14 days or longer – ensuring they feel comfortable and can ask advice or information
from Guest Relations
·
Manage, record and resolve Guest or customer
complaints promptly
Manage, record and resolve Guest or customer
complaints promptly
·
Demonstrate a thorough understanding of all
facilities and services provided within the hotel and identify opportunities
for up-selling and promoting when appropriate
Demonstrate a thorough understanding of all
facilities and services provided within the hotel and identify opportunities
for up-selling and promoting when appropriate
·
Show 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 Guest
Show 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 Guest
·
The incumbent will regularly communicate 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 budget
The incumbent will regularly communicate 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 budget
·
Build and maintain good communication and work
relationships in all hotel areas
Build and maintain good communication and work
relationships in all hotel areas
·
Maintain staffing levels to meet business demands.
Maintain staffing levels to meet business demands.
·
Attend all Reception meetings and Executive Lounge
Meetings
Attend all Reception meetings and Executive Lounge
Meetings
·
Comply with hotel security, fire regulations and all
health and safety legislation
Comply with hotel security, fire regulations and all
health and safety legislation
·
Act in accordance with policies and procedures when
working with front of house equipment and property management systems
Act in accordance with policies and procedures when
working with front of house equipment and property management systems
·
Support other departments, as necessary.
Support other departments, as necessary.
Qualifications, Skills and
Experience:
Experience:
·
The ideal candidate for the Hilton Hotels &
Resorts Guest Relations Manager vacancy should preferably hold a Degree /
Diploma in Hotel Management or equivalent.
The ideal candidate for the Hilton Hotels &
Resorts Guest Relations Manager vacancy should preferably hold a Degree /
Diploma in Hotel Management or equivalent.
·
Previous managerial experience in a customer service
function is mandatory
Previous managerial experience in a customer service
function is mandatory
·
Proven ability to listen and respond to demanding
Guest needs
Proven ability to listen and respond to demanding
Guest needs
·
Excellent leadership, interpersonal and
communication skills
Excellent leadership, interpersonal and
communication skills
·
Accountable and resilient
Accountable and resilient
·
Show commitment to delivering a high level of
customer service
Show commitment to delivering a high level of
customer service
·
Demonstrated ability to work under pressure
Demonstrated ability to work under pressure
·
High degree of flexibility to respond to a variety
of different work situations
High degree of flexibility to respond to a variety
of different work situations
·
Previous experience in a customer service function
or a similar role is desired
Previous experience in a customer service function
or a similar role is desired
·
A passion for delivering an exceptional level of
Guest service is desired
A passion for delivering an exceptional level of
Guest service is desired
·
High level of IT proficiency, also desired
High level of IT proficiency, also desired
Job Benefits: Your benefits
will include a competitive starting salary and holiday entitlement. As an
employee you will become a member of The Hilton Club which provides reduced
hotel room rates in our hotels worldwide, plus discounts on products and
services offered by Hilton Worldwide and its partners. We look forward to
explaining in detail the range of excellent benefits that you would expect from
a global hotel organization like Hilton Worldwide.
will include a competitive starting salary and holiday entitlement. As an
employee you will become a member of The Hilton Club which provides reduced
hotel room rates in our hotels worldwide, plus discounts on products and
services offered by Hilton Worldwide and its partners. We look forward to
explaining in detail the range of excellent benefits that you would expect from
a global hotel organization like Hilton Worldwide.
How to Apply:
All suitably
qualified and interested candidates who wish to join one of the world’s leading
hotel and resort brands, Hilton Hotels & Resorts, should apply online by
clicking on the web link below.
qualified and interested candidates who wish to join one of the world’s leading
hotel and resort brands, Hilton Hotels & Resorts, should apply online by
clicking on the web link below.
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