Guest Relations Associate

About the Role

As a Guest Relations Associate at Hilton, you will be the first point of contact for guests, ensuring a welcoming experience from check-in to check-out and throughout their stay. Your role is crucial in addressing inquiries and resolving issues promptly, contributing to memorable guest experiences.

Key Responsibilities

• Greet guests upon arrival and manage the check-in process, including verifying details, assigning rooms, issuing keys, and providing necessary materials or assistance.
• Process guest departures, including verifying charges, handling payments, issuing receipts, and accurately using the point-of-sale system.
• Provide comprehensive knowledge of hotel offerings, room types, rates, promotions, and local area information.
• Employ up-selling techniques to recommend hotel amenities and maximize revenue.
• Respond to guest requests and resolve concerns with care and urgency.
• Manage messages and communications effectively.

Requirements & Tech Stack

• Hotel property management systems (PMS)
• Point-of-sale system

Qualifications

• Previous experience in a guest service or front office role within the hospitality industry.
• Strong communication and interpersonal skills.
• Ability to handle guest inquiries and complaints professionally.
• Proficiency in hotel property management systems (PMS) and general front office procedures.
• Excellent multitasking skills and ability to remain calm and professional in a fast-paced environment.
• Proficiency in English; additional languages are a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.
• A positive attitude and a genuine passion for providing exceptional guest service.
• Core Values: Hospitality, Integrity, Leadership, Teamwork, Ownership, Focus on the Now.