Guest Relations Supervisor

hace 2 semanas

Barcelona, Barcelona, España Hilton A tiempo completo

A Guest Relations Supervisor directly addresses 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?

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

    • 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
    • Maintain good communication and work relationships in all hotel areas
    • Maintain staffing levels to meet business demands
    • Assisting the Guest Relations team

What are we looking for?

Guest Relations 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 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 in a similar role
  • A passion for delivering an exceptional level of Guest service
  • High level of IT proficiency


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

DIVERSITY, EQUITY & INCLUSION IS AT THE CORE OF WHO WE ARE.

We are committed to an equitable and inclusive workforce that represents all ages, genders, sexual orientation, nationalities, ethnicities, disabilities, cultures and viewpoints. Grounded in our founding purpose, we foster an environment where Team Members can be their authentic selves. Our global brands provide meeting places for people to connect, creating a welcoming environment for all.

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