Job Description
Hilton Ras Al Khaimah Resort is presently accepting applications from suitable candidate for the job role of Guest Relations Executive. As a job holder 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 Executive is responsible for managing the first impressions of Guests.
Responsibilities of Guest Relations Executive
- 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.
Requirements of Guest Relations Executive
- High School diploma or certification in hospitality.
- A minimum of 1 year of experience as a Guest Relations Executive in a hotel or restaurant.
Skills and Knowledge Desired
- 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.
- A passion for delivering an exceptional level of Guest service.
- High level of IT proficiency
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