Hilton Hotels

Job Requirements

We are seeking a highly motivated and customer-oriented individual to join our team as a Guest Relations Supervisor. As a Guest Relations Supervisor, you will be responsible for ensuring that our guests have a positive and memorable experience during their stay at our hotel.

Key Responsibilities:

• Supervise and train a team of Guest Relations staff to provide exceptional customer service to our guests
• Handle guest inquiries, complaints, and requests in a timely and professional manner
• Monitor guest satisfaction and take necessary actions to resolve any issues
• Maintain a high level of knowledge about the hotel's services, facilities, and local attractions to assist guests with their needs
• Coordinate with other departments to ensure smooth operations and guest satisfaction
• Assist in managing guest feedback and reviews on various platforms
• Conduct regular audits to ensure compliance with hotel policies and procedures
• Assist in creating and implementing guest service training programs for staff
• Handle VIP and special requests from guests
• Assist in managing guest loyalty programs and rewards
• Collaborate with the sales and marketing team to promote hotel services and packages to guests
• Prepare and analyze guest service reports for management review
• Other duties as assigned by the Guest Relations Manager or assigned section head

Work Experience

• High school diploma or equivalent required; Bachelor's degree in Hospitality or related field preferred
• Minimum of 2 years of experience in a guest service or supervisory role in the hospitality industry
• Excellent communication and interpersonal skills
• Strong problem-solving and conflict resolution skills
• Ability to work well under pressure and handle multiple tasks simultaneously
• Proficient in Microsoft Office and hotel management software (OnQ system)
• Must be able to work flexible hours, including weekends and holidays.
• Preferably with Hilton Brands experience

If you are passionate about providing exceptional customer service and have the skills and experience we are looking for, we encourage you to apply for the Guest Relations Supervisor position. Join our team and be a part of creating unforgettable experiences for our guests.

Benefits

Royal Rose Hotel is committed to providing exceptional hospitality and a unique product to our valued guests. Dedicated to our pursuit of quality, we ensure financial success and growth opportunities for our company and its team members.

We aim to be equal-opportunity employers, whilst implementing international performance

standards.

We carry out our vision by being committed to our core values:

Integrity

We maintain the highest standard of conduct in all of our actions.

Teamwork

We work together to achieve our goals.

Respect

We recognize and respect our team members and their contributions.

Consistency

We consistently provide our guests with a superior quality product and make a conscious

daily effort to be better than our competition.

Personalized service

We meet the specific needs of each guest with a professional, friendly, prompt, courteous

and enthusiastic attitude at all times.

Responsibility

We accept responsibilities and deliver our promises with a sense of urgency and agility.

Innovation

We encourage innovation and embrace change.

Disclaimer

This job posting is for a position at a hotel that is owned and operated by an independent franchisee. The franchisee controls all aspects of the hotel’s employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept this position, you will be employed by a franchisee and not by Hilton. You will not be eligible from compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee.