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Guest Experience Manager

posted August 30, 2019

Hilton Cairo Heliopolis
Cairo, Egypt
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695902 l

About This Job

Description

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.



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

Requirements

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


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!








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About This Employer

Hilton Cairo Heliopolis

El-Orouba, Qism El-Noha
Cairo, 2466
Egypt

+20-2-22677730

588 Room Hotel

www3.hilton.com

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At A Glance

Welcome to Hilton Cairo Heliopolis, an iconic hotel in the presidential quarter just 10 minutes from the airport and 15 km from city center and the business district. Enjoy attentive service and unrivaled amenities such as 15 dining outlets, a wellness spa, beauty salon, two outdoor pools, a fitness center and sport courts. Corporate travelers have their choice of the largest event space in Cairo, and families will love our poolside cabanas and children’s playground.

  • Excellent location near convention center and Cairo airport
  • Stylish accommodations with city, pool or garden views
  • 15 diverse restaurants and bars plus 24-hour room service
  • Wellness spa with private treatment rooms and a beauty salon
  • Two outdoor pools (one heated) and 24-hour fitness center
  • Vast range of conference rooms and ballrooms for any event