Guest Relations Coordinator

Description

A Guest Relations Coordinator engages with our VIP Guests throughout the entire hospitality experience. From check-in to check-out, the Guest Relations Team is always prepared to respond to VIP Guest requests at concierge, during promotional activities, and more.

What will I be doing?

As a Guest Relations Coordinator, you will serve on the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Guest Relations Team Member truly influences the first impressions of our VIP Guests and, therefore, is responsible for performing the following tasks to the highest standards:

• Check the guest arrival reports in advance of VIP Guest check-in and coordinate with Housekeeping on room allocations for VIP guests

• Be responsible for special room assignments and suite occupancies

• Welcome and fulfill the check-in process of VIP Guests, including serving as an escort to the Executive Lounge and VIP Guest room

• Ensure all VIP rooms meet the highest quality standards and include all requested amenities before VIP Guest arrival

• Manage the Guest Relations Desk in the hotel lobby

• Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on VIP Guest requirements

• Maintain the inventory of Guest amenities

• Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events.

• Ensure a consistent and convincing standard of service and maintain all the service standards and Hilton Policies.

• Try to increase the revenue of the hotel by upselling and cross selling.

• Deliver a personalized service to every hotel guest, using the guest´s name whenever possible and successfully creating a lasting, unforgettable first and final impression.

• Active contribution to service.

• Working in a good coordination with Front Office sub departments and other hotel departments.

• Participate in internal meetings and training courses.

• Care of guests from arrival to leaving the hotel in accordance with the standards.

• Conscientious and correct execution of the Team Leaders’ instructions.

• Have full knowledge about the all hotel products and services.

• Take over from the previous shift and obtain all relevant information at the start of the shift in regards to volume of business, VIP & HHonor guests, tasks to be clarified and completed and special events.

• Have knowledge about the technical equipment to do the job better.

• Know how to use the OnQ PMS system. Execute all the procedures according to the policies.

• Prepares all the welcome letters for Hhonors and VIPs according to arrival dates.

• Allocates rooms according to the VIP and Hhonors preferences

• Send the daily VIP amenity list to the appropriate departments.

• Sends & replies & takes action to all HHonors guest pre arrival and departure emails.

Requirements

What are we looking for?

Guest Relations Coordinatır 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:

• Calm, efficient, and organized with great attention to detail
• Excellent personal presentation and communication skills
• A passion for delivering exceptional levels of Guest service
• Ability to multi-task while maintaining a positive attitude when working with a VIP Guest
• Computer literate and able to navigate through Company systems
• Professional manner with an emphasis on hospitality and guest service
• Guest relations experience in the hotel, leisure, and/or entertainment sectors
• Proven ability to listen and respond to demanding Guest needs
• Conflict resolution experience
• Cash handling experience
• Excellent written and verbal skills both in English and Turkish.

What’s in it for me?

• Competitive Salary & Wages
• Private Health Insurance
• Complimentary Dry Cleaning for Business Attire
• Monthly Transportation Fee
• Complimentary Shuttle Bus
• Discounted Indoor Parking Privileges
• Complimentary Employee Meals
• “Go Hilton” - discounted room rates in Hilton Hotels Worldwide for yourself and your family members
• Career and development opportunities in Hilton Hotels Worldwide
• Opportunity to make a positive impact on environment and community  with Travel with Purpose program

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!