Guest Relations Manager

Job Summary
The Guest Relations Manager plays a key role in delivering outstanding hospitality by overseeing the needs of VIP and long-stay Guests. This position focuses on creating exceptional first impressions, coordinating closely with hotel teams, and ensuring every Guest enjoys a personalized and memorable experience.

Key Responsibilities

• Welcome, greet, and assist Guests in the lobby, ensuring a warm and professional first impression

• Act as the primary point of contact for VIP Guests, clearly communicating their preferences and requirements to all relevant departments

• Regularly gather verbal feedback from Guests and address questions or concerns promptly and efficiently

• Support long-stay Guests (14 days or more), ensuring they feel comfortable, informed, and well cared for throughout their stay

• Manage, document, and resolve Guest complaints in a timely and effective manner

• Maintain consistently high service standards across Reception, the Lobby area, and the Executive Lounge

• Possess in-depth knowledge of hotel facilities and services, identifying opportunities for up-selling and promotion when appropriate

• Contribute creative ideas for seasonal lobby and reception décor to enhance the overall Guest atmosphere

• Collaborate with the Executive Lounge Manager to recognize and reward loyal and repeat Guests within budget guidelines

• Foster positive communication and strong working relationships across all hotel departments

• Ensure staffing levels are aligned with operational needs and business demand

• Attend all relevant Reception and Executive Lounge meetings

• Adhere strictly to hotel security policies, fire regulations, and health and safety standards

• Follow established procedures when using front-of-house systems and property management tools

• Provide support to other departments as required to maintain smooth operations

Required Skills & Experience

• Prior managerial experience within a customer service–focused role

• Strong ability to listen, understand, and respond to high Guest expectations

• Excellent leadership, communication, and interpersonal skills

• High level of accountability, resilience, and professionalism

• Proven commitment to delivering superior customer service

• Ability to perform effectively under pressure

• Flexibility to adapt to varying work situations and operational demands

Preferred Qualifications

• Previous experience in guest services or a comparable hospitality role

• Genuine passion for exceeding Guest expectations

• Strong IT and system proficiency

Why Work With Hilton

Hilton is a globally recognized leader in hospitality, offering a diverse portfolio that ranges from luxury hotels and resorts to extended-stay and mid-scale properties. With a long-standing commitment to quality, service, and value, Hilton’s mission is to create meaningful and memorable Guest experiences worldwide. Team Members are at the heart of this vision, supported by a culture that values warmth, teamwork, and professional growth.