Guest Relations Agent

Description

A Guest Relations Agent 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 Agent, 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 Agent 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
• Manage, record and resolve promptly Guest or customer complaints
• Ensure a very high level of customer service is constantly maintained for Reception, Lobby area 
• 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
• 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

What are we looking for?

Guest Relations Agent 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, behaviors, skills, and values that follow:

• A previous experience in the hospitality industry 
• A good oral and written communication skills in Arabic and English skills

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

• Previous experience in working on OnQ system
• A passion for delivering an exceptional level of Guest service
• High level of IT proficiency

What will it be like to work for Hilton?

The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces. We are an equal opportunity employer and value diversity at our company. 

We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton Team Member Travel discount program.