A Guest Relations Supervisor directly addresses the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.

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What will I be doing?

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

\n\n\n\nServe as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements\nSeek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner\nServe 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 Relations\nManage, record and resolve promptly Guest or customer complaints\nEnsure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge\nDemonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate\nShow 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\nMaintain good communication and work relationships in all hotel areas\nMaintain staffing levels to meet business demands\n\n\n

What are we looking for?

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Guest Relations 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:

\n\nAn ability to listen and respond to demanding Guest needs\nExcellent leadership, interpersonal and communication skills\nAccountable and resilient\nCommitment to delivering a high level of customer service\nAbility to work under pressure\nFlexibility to respond to a variety of different work situations\nSpanish and English are mandatory\n\n

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

\n\nPrevious experience in a customer service function or in a similar role\nA passion for delivering an exceptional level of Guest service\nHigh level of IT proficiency\n\n

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What will it be like to work for Hilton?

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The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces.
We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton Team Member Travel discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!

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We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of his or her role, and to receive other benefits and privileges of employment. 

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-Your Candidate Experience in every selection process is very important to us. As such, you might receive an email from “The Hilton Recruiting Team” (hiltonrecruitingsurvey@hilton.com) with the subject line “Your experience with Recruiting” with a request to learn more about your interviewing experience.  The email is not spam, and you can click the link. The survey should take no more than 1 minute to complete, and we would appreciate your feedback as this will help our Human Resource and Recruiting Teams to focus on what is important to you-