Hilton Hotels

Guest Relations Manager

Hilton Hotels
Baltimore, MD, USA
Full-TimeDepends on ExperienceSenior LevelMasters
Job Description

Welcome to Hilton Hotels, where we prioritize exceptional guest experiences above all else. We are currently seeking a highly motivated and personable individual to join our team as a Guest Relations Manager. As a key member of our hotel staff, you will play a crucial role in ensuring that our guests feel welcomed, valued, and satisfied throughout their stay. If you possess a passion for hospitality and a strong commitment to delivering unparalleled customer service, we encourage you to apply for this exciting opportunity.

  1. Greet and welcome guests upon arrival with a friendly and professional demeanor.
  2. Handle guest check-ins and check-outs efficiently and accurately.
  3. Respond to guest inquiries and provide information about hotel facilities, services, and local attractions.
  4. Build positive relationships with guests by providing exceptional customer service and resolving any issues or complaints in a timely and satisfactory manner.
  5. Coordinate with other hotel departments to ensure seamless guest experiences.
  6. Monitor guest satisfaction and proactively address any concerns or feedback.
  7. Maintain an organized and welcoming lobby area.
  8. Train and supervise front desk staff to uphold Hilton's high standards of customer service.
  9. Develop and implement strategies to improve guest satisfaction and loyalty.
  10. Plan and execute special events or initiatives to enhance the guest experience.
  11. Keep abreast of industry trends and competitors' practices to continuously improve guest relations.
  12. Maintain accurate guest records and handle confidential information with discretion.
  13. Collaborate with other departments to ensure the smooth operation of the hotel.
  14. Handle any VIP guest requests or needs with utmost attention and care.
  15. Uphold the hotel's brand and image by adhering to Hilton's policies and standards.
Where is this job?
This job is located at Baltimore, MD, USA
Job Qualifications

  • Excellent Communication Skills: A Guest Relations Manager At Hilton Hotels Must Have Exceptional Verbal And Written Communication Skills To Effectively Interact With Guests, Staff, And Management.

  • Customer Service Experience: The Ideal Candidate Should Have Previous Experience In A Customer Service Role, Preferably In The Hospitality Industry. This Will Demonstrate Their Ability To Handle Guest Requests And Complaints In A Professional And Efficient Manner.

  • Strong Problem-Solving Skills: As The First Point Of Contact For Guest Concerns, A Guest Relations Manager Must Be Able To Think Quickly And Find Solutions To Any Issues That May Arise. This Requires Strong Problem-Solving Skills And The Ability To Remain Calm Under Pressure.

  • Multitasking Abilities: Hilton Hotels Are Busy And Fast-Paced Environments, So A Guest Relations Manager Must Be Able To Handle Multiple Tasks And Prioritize Effectively. This Includes Managing Guest Requests, Resolving Conflicts, And Coordinating With Other Departments.

  • Knowledge Of Hotel Operations: A Guest Relations Manager Should Have A Good Understanding Of Hotel Operations, Including Front Desk Procedures, Housekeeping, And Maintenance. This Will Enable Them To Provide Accurate Information And Assist Guests With Any Questions Or Concerns They May Have.

Required Skills

  • Communication

  • Time Management

  • Multitasking

  • Attention to detail

  • Organizational Skills

  • Conflict Resolution

  • customer service

  • Relationship Building

  • Teamwork

  • Problem-Solving

  • Adaptability

Soft Skills

  • Communication

  • Conflict Resolution

  • Emotional Intelligence

  • Leadership

  • Time management

  • creativity

  • Attention to detail

  • Teamwork

  • Adaptability

  • Problem-Solving

Compensation

According to JobzMall, the average salary range for a Guest Relations Manager in Baltimore, MD, USA is between $44,000 and $65,000 per year. The exact salary may vary based on factors such as experience, education, and the specific company or industry the manager is working in.

Additional Information
Hilton Hotels is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Required LanguagesEnglish
Job PostedSeptember 13th, 2024
Apply BeforeJuly 20th, 2025
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About Hilton Hotels

Hilton is a leading global hospitality company, with a portfolio of 14 world-class brands comprising more than 5,000 properties with more than 825,000 rooms in 103 countries and territories. Hilton is dedicated to fulfilling its mission to be the world’s most hospitable company by delivering exceptional experiences – every hotel, every guest, every time.

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