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Guest Experience Manager

hace 2 meses

Nayarit, México Hilton Worldwide, Inc. A tiempo completo
Job Summary

We are seeking a highly skilled Guest Relations Manager to join our team at Hilton Worldwide, Inc. As a Guest Relations Manager, you will be responsible for delivering exceptional guest experiences and ensuring that our VIP and long-stay guests receive the highest level of service.

Key Responsibilities
  • Manage the needs of VIP guests and ensure that hotel departments are fully briefed on their requirements.
  • Meet, greet, and direct guests who enter the lobby area, serving as the main point of contact for VIP guests.
  • Seek verbal feedback from customers and respond to all guest queries in a timely and professional manner.
  • Manage, record, and resolve promptly guest or customer complaints, ensuring a high level of customer satisfaction.
  • Demonstrate a thorough understanding of all facilities and services provided within the hotel, including the Executive Lounge.
  • Show creativity with ideas regarding lobby/reception decoration and communicate with the Executive Lounge Manager to track and reward regular guests.
  • Maintain good communication and work relationships in all hotel areas, ensuring a seamless guest experience.
  • Attend all Reception and Executive Lounge Meetings, staying up-to-date on hotel operations and guest needs.
  • Comply with hotel security, fire regulations, and health and safety legislation, ensuring a safe and secure environment for guests and staff.
  • Act in accordance with policies and procedures when working with front-of-house equipment, maintaining a high level of efficiency and productivity.
  • Assist with other departments as necessary, providing support and ensuring that guest needs are met.
Requirements
  • Previous managerial experience in a customer service function, with a proven track record of delivering exceptional guest experiences.
  • Excellent leadership, interpersonal, and communication skills, with the ability to work effectively with guests and staff at all levels.
  • Accountable and resilient, with a commitment to delivering a high level of customer service in a fast-paced environment.
  • Ability to work under pressure, with flexibility to respond to a variety of different work situations.
  • High level of IT proficiency, with experience using hotel software and systems.
About Hilton Worldwide, Inc.

Hilton Worldwide, Inc. is a leading global hospitality company, spanning the lodging sector from luxurious full-service hotels to mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities, and value. Our vision is to fill the earth with the light and warmth of hospitality, unifying us as a team to create remarkable hospitality experiences around the world every day.