A Guest Relations Manager manages 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.

What will I be doing ?

Responsibilities

• A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards
• As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience.

• Meet, greet and direct Guests who enter the lobby area

• Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements

• Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner

• Serve 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

• Manage, record and resolve promptly Guest or customer complaints

• Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge

• 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

• 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

• Maintain good communication and work relationships in all hotel areas

• Maintain staffing levels to meet business demands

• Attend all Reception meetings and Executive Lounge Meetings

• 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

• Assist with other departments, as necessary

What are we looking for ?

Skills

• To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow
• Guest Relations Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members.

• Previous managerial experience in a customer service function

• 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 a similar role

• A passion for delivering an exceptional level of Guest service

• High level of IT proficiency.

• Lieu de travail Maroc| Rabat et région, Maroc
• Date d'expiration 13 Juillet
• Niveau de poste Débutant / Junior| Confirmé / Expérimenté
• Secteur d'activité Services
• Nombre de postes 01