
Guest Experience Manager
4 days ago
Hilton is a leading global hospitality company with a century-long history of offering exceptional experiences to its guests. Our portfolio spans from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels.
Salary
Compensation for this role will be highly competitive, commensurate with experience and qualifications.
Job Description
A Duty Manager works closely with guests to create memorable experiences. Key responsibilities include:
- Occupying the hotel lobby and other public areas to ensure a warm welcome for our guests.
- Engaging guests in conversation and providing general assistance to enhance their stay.
- Managing, recording, and resolving guest complaints promptly and professionally.
- Meeting and greeting VIP guests and major corporate clients upon arrival.
- Coordinating services and special facilities provided to long-stay guests.
- Understanding credit procedures and ensuring they are applied correctly.
- Staying current with all hotel products, services, policies, and emergency procedures.
- Monitoring guest satisfaction reports and implementing actions to improve results.
- Handling, recording, and following through with management issues or emergencies that arise.
Required Skills and Qualifications
To succeed in this role, you should possess:
- Previous supervisory experience in Front Office within the hotel/leisure/retail sector.
- Good knowledge of Health and Safety and security procedures.
- Calm, efficient, and the ability to work well under pressure.
- Excellent leadership skills and exceptional communication skills.
- A passion for delivering exceptional levels of guest service.
- Possess strong commercial acumen, with experience in increasing profitability in a tight market sector.
- Experience in managing budgets, revenue proposals, and forecasting results in a similar-sized property.
Benefits
Hilton offers a range of benefits to support your career growth and personal well-being, including opportunities for professional development, comprehensive health insurance, and a generous compensation package.
Others
Hilton is committed to creating an inclusive work environment where every employee feels valued, respected, and empowered to contribute their best.
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