Guest Relations Coordinator

As Guest Relations Coordinator, 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 Relations Coordinator is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

Directly responsible for growth, training, and development of Guest Experience Agents & Bellman to ensure they carry out Hilton standards on a daily basis

Welcome guests on arrival, providing them with a tailor made welcome

Execute a flawless departure experience when checking out guests

Consistently demonstrate leadership capabilities in decision making, follow up, and coaching

Proactively address any guest issues, complaints, or mishaps as needed; take full ownership of guest and implement a problem resolution that exceeds guest expectations

Ensure all Front Office are executing Hilton Standards for each and every guest; provide detailed coaching and feedback as needed

Participate and lead by example in productive, professional, and positive communication between Front Office and all other departments within hotel.

Complete individual projects as assigned by Department Head in agreed upon timeline

Drive Sales within the hotel, including but not limited to; Excursions and Upselling.

Act as a personal concierge, write handwritten notes to guest, ensure to welcome your guest and keep up to date with the hotels Pre-Arrival system to ensure all new offerings are updated. Provide midway check-ins for guest and prepare departure emails were appropriate.

What will I be doing?

As Guest Relations Coordinator, 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 Relations Coordinator is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

Directly responsible for growth, training, and development of Guest Experience Agents & Bellman to ensure they carry out Hilton standards on a daily basis

Welcome guests on arrival, providing them with a tailor made welcome

Execute a flawless departure experience when checking out guests

Consistently demonstrate leadership capabilities in decision making, follow up, and coaching

Proactively address any guest issues, complaints, or mishaps as needed; take full ownership of guest and implement a problem resolution that exceeds guest expectations

Ensure all Front Office are executing Hilton Standards for each and every guest; provide detailed coaching and feedback as needed

Participate and lead by example in productive, professional, and positive communication between Front Office and all other departments within hotel.

Complete individual projects as assigned by Department Head in agreed upon timeline

Drive Sales within the hotel, including but not limited to; Excursions and Upselling.

Act as a personal concierge, write handwritten notes to guest, ensure to welcome your guest and keep up to date with the hotels Pre-Arrival system to ensure all new offerings are updated. Provide midway check-ins for guest and prepare departure emails were appropriate.

What are we looking for?

Guest Relations Coordinator 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 needs

Excellent leadership, interpersonal and communication skills

Accountable and resilient

Commitment to delivering a high level of customer service

Ability to work under pressure

Flexibility 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 role

A passion for delivering an exceptional level of Guest service

High 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!

Schedule: Full-time