Guest Service Manager

JOB DESCRIPTION
About the Role

The Guest Service Manager is responsible for the Front Office team. They ensure the highest level of hospitality is provided by each team to our guests, and hold ultimate responsibility for guest satisfaction and loyalty, quality assurance and team engagement.

What will I be doing?

·         Maximise the revenue potential of the Hotel by driving revenue generating initiatives working in conjunction with the Hotel’s Marketing Department.

·         Ensure a high level of product knowledge of the hotel and local area.

·         Managing the day to day of running the Front Desk Operations

·         Liaising with the housekeeping team to ensure that guest rooms are delivered on time and quality needs are met.

·         Assisting in Safety & Security Audits and also Quality Assurance audits to ensure that the hotel is meeting/exceeding its targets.

·         Deliver loyalty program benefits and promote enrolment of Hilton Honors.

·         Be responsible for interviewing and recruitment of Front Office team vacancies

·         Assist the Operations Manager in meeting budget requirements and managing customer relations.

·         Ensuring that all guests staying with us are happy with their stay.

·         Handling any guest concerns and ensuring a positive resolution.

Benefits

·         Team member only discount on global Hilton room rates and generous discounts on food and beverage offerings

·         Potential ongoing opportunities within Hilton Australasia

·         An investment in your well-being to include flexible working arrangements that support you in making space for what matters most.

What are we looking for?

Guest Service Managers 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:

Previous supervisory experience in Front Office within the hotel/leisure/retail sector
High level of IT proficiency
High level of commercial awareness and sales capabilities
Experience of managing people and developing people
Previous experience of managing a department and Profit and Loss account
Excellent leadership, interpersonal and communication skills
Accountable and resilient
Commitment to delivering a high level of customer service
Ability to work under pressure
Excellent grooming standards
Flexibility to respond to a variety of work situations
Ability to work on your own and as part of a team

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!