Guest Relations Agent

Roles and responsibilities

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

• 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?

Guest Relations Agents 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 levels of customer service
• Ability to work under pressure
• Flexibility to respond to a variety of different work situations
  

Desired candidate profile

Guest Relations Agent is responsible for ensuring that guests have a pleasant and memorable experience during their stay at a hotel, resort, or other hospitality establishment. They address guest inquiries, resolve issues, and provide a personalized service to ensure high levels of guest satisfaction. Here are the key skills required for the role:

Customer Service Skills

• Excellent interpersonal communication: Interact with guests in a friendly, approachable, and professional manner, offering assistance and information as needed.
• Active listening: Listen attentively to guest requests, complaints, or feedback, understanding their needs and addressing them effectively.
• Empathy and patience: Handle difficult situations with calmness and understanding, showing empathy towards guests’ concerns and resolving issues promptly.
• Conflict resolution: Address and resolve guest complaints or concerns in a professional and timely manner, ensuring their satisfaction and comfort.

Problem-Solving Skills

• Quick thinking and adaptability: Respond to unexpected situations or guest requests with resourcefulness, finding solutions quickly to ensure a smooth experience.
• Attention to detail: Carefully manage guest preferences, requests, and issues, ensuring that all aspects of their stay are handled accurately and efficiently.
• Proactive service: Anticipate guests' needs and provide personalized service, such as arranging special requests or accommodations in advance.

Communication Skills

• Clear and concise communication: Communicate clearly with guests, other hotel departments, and external vendors to ensure smooth service delivery.
• Written communication: Effectively write emails, guest reports, or notes to colleagues to keep everyone informed of guest preferences, special requests, or important issues.
• Multilingual abilities (optional): Speak additional languages to accommodate international guests, enhancing communication and guest satisfaction.

Guest-Centric Attitude

• Personalized service: Make guests feel valued by remembering their preferences and providing tailored experiences, such as recommending activities or dining options based on their interests.
• Building rapport: Foster positive relationships with guests, ensuring they feel welcome and appreciated throughout their stay.
• Guest satisfaction focus: Regularly check in with guests during their stay to ensure they are satisfied with their accommodations and services.