Careers at Hilton

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.  Shift pattern: 6:00 AM – 2:00 PM or 2:00 PM – 10:00 PM.​​​​​​​

What will I be doing?

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. 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:

• 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 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 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

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What will I be doing?

As a Sinior Sales Manager, you will analyse local market trends and competitor activity to recommend strategies that keep the hotel a leader in the marketplace through the development of future and repeat business. Specifically, you will be responsible for performing the following tasks to the highest standards:

• Analysis local market trends and competitor activity to identify business leads
• Develop customer accounts and travel within the local area to drive business into the specific hotel/cluster and to increase market/customer share in all revenue streams
• Negotiate room rates/packages with corporate clients
• Develop and implement creative local marketing channels, including social media channels
• Prepare company contracts for the hotel in accordance with current business and pricing conditions
• Work within current business strategies and recognising potential opportunities
• Cooperate with other departments in the hotel to create an exceptional Guest experience and build strong, comprehensive sales programs
• Attend Sales events, as required
• Produce accurate and timely reports that meet the needs of the Sales Director and senior management to include the reporting of appointments, calls made and business leads
• Answer customer queries in a prompt and professional manner
• Manage staff performance in compliance with company policies and procedures
• Recruit, manage, train and develop the Sales team

What are we looking for?

As a Sinior Sales Manager serving Hilton brands is 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:

• Positive attitude and good communication skills
• Commitment to delivering a high level of customer service
• Excellent grooming standards
• Flexibility to respond to a range of different work situations
• Ability to work under pressure and under own initiative
• Experience in a sales role with a proven track record to close a sale

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

• Knowledge of local market
• Knowledge of hospitality
• Passion for sales and for achieving targets and objectives
• Degree-level qualification in a relevant field

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The Opportunities  

Revenue Analyst and Pricing Placement  

This placement is ideally suited to a student looking to gain an understanding of how revenue and pricing strategies are executed and maintained on an international scale. In this unique internship you will learn how to shape the commercial revenue performance of EMEA hotels through the strategic coordination of reporting, delivery of data driven strategies, processes, procedures and partnership in projects.  

You will be an integral part of the team and will play an active role in our continued success. You will:   

• Ensure effective information gathering and analysis is conducted to identify and maximise on all possible opportunities and minimise any risks.  
• Support and communicate EMEA business performance and strategy relevant to inventory, pricing, systems, and promotional deployment.  
• Support EMEA and global projects with a test and learn culture, focused on our customer proposition, with robust measurements to monitor and improve performance.  
• Ensure professional and efficient utilisation of all systems, in line with company best practices and standard operating procedures.  
• Integrate with other functions to ensure we exceed our customers', owners' and shareholders' expectations.  
• Ensure consistent process & procedures for all hotels are being managed in the RMCC, covering production tasks as and when necessary.  
• Manage, contribute and participate in projects such as the RMCC Strategic Framework, which will improve the efficiency or effectiveness of the RMCC and Pricing department, reports, process, or procedures.  
• Perform tasks with the use of various systems including Microsoft Excel, Access, Outlook, PowerPoint, SSIS alongside the use of VBA, SQL, Python and other coding languages.  

RMCC Business Development Placement  

This role is perfect for someone eager to explore the world of business development, with a focus on identifying growth opportunities and driving commercial success across Hilton’s EMEA hotel portfolio.

During this unique internship, you’ll gain hands-on experience in supporting the expansion of the RMCC, helping to onboard new hotels and set them up for exceptional commercial performance. You’ll also play a role in the change management process for large-scale projects, working within a structured and proven change management framework.

You will be an integral part of the team and will play an active role in our continued success. Some of the more specific activities include:  

• Hands-on experience in business development, strategic planning and customer relationship management
• Preparing collateral and resources to facilitate the growth of RMCC.
• Performing Pre-Opening tasks for new hotels in timely manner adhering to pre-defined timelines and ensuring stakeholder satisfaction.
• Providing support and analysis to drive Ramp Up performance of new opening hotels.
• Providing support in identifying, testing, refining, and activating pricing, inventory, and capability enhancements and additions.
• Supporting EMEA and global projects with a test and learn culture, focused on our customer proposition, with robust measurements to monitor and improve performance.  
• Ensuring professional and efficient utilisation of all systems, in line with company best practices and standard operating procedures.