Guest Relations Agent 

Job Description

A Guest Relations Agent with Hilton Hotels and Resorts is responsible for greeting Guests and serving the needs of Guests who patron the food and beverage facilities at the hotel.

What will it be like to work for this Hilton Worldwide Brand?

One of the most recognized names in the industry, Hilton Hotels & Resorts offers travelers a world of authentic experiences. The brand continues to be the innovative, forward-thinking global leader of hospitality. With products and services that meet the needs of tomorrow’s savvy global travelers, we shape experiences in which every Guest feels cared for, valued, and respected.

If you understand the importance of upholding a brand’s reputation and value the effort it takes to provide a globally recognized hospitality experience, you may be just the person we are looking for to work as a Team Member with Hilton Hotels & Resorts. Because it’s with Hilton Hotels & Resorts where we promise an exceptional Guest experience every time.

What will I be doing?

As a Guest Relations Agent, you are responsible for greeting Guests and serving the needs of Guests who patron the food and beverage facilities at the hotel. A Restaurant Host/Hostess is also responsible for organising and maintaining order within the restaurant reservations area, including the logging of bookings and enquiries. Specifically, you will be responsible for performing the following tasks to the highest standards:

Follow the phone standards as per standard operating procedures (SOP) and respond to bookings and all enquiries

Greet all Guests to the correct standard and escort them to their allocated tables with menus and wine list

Present the waiter/ess in the station according to the SOP

Assist cloakroom attendant in the receipt of coats and bags

Ensure that the log book is completed after each service period

Keep tidy the host/ess desk

Answer all telephone calls to the correct standards and deal with all Guest enquiries and reservations

Ensure the reservation diary (Loghos) is kept up to date with all Guest names, telephone numbers, Guest information and special requests

Allocate daily bookings to the table plan

Ensure that all the menus and memos are ready at the desk prior each service

Demonstrate knowledge of the menus and wine list and readiness to answer any enquiries from the Guests

Comply with hotel licensing regulations as well as health and safety and fire regulations

Ensure an adequate supply of checks, printer rolls and neat storage of each

What are we looking for?

A Guest Relations Agent serving Hilton Worldwide Brand hotels and vacations 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:

Customer Service experience

A warm personality, attentive and smartly presentable

Ability to listen and respond to demanding Guest needs

Excellent communication skills

Accountable and resilient

Committed to delivering high levels of customer service

Ability to work under pressure

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

Previous experience in similar role

Passion for delivering exceptional levels of Guest service

What benefits will I receive?

Your benefits will include a competitive starting salary and holiday entitlement. As an employee you will become a member of The Hilton Club which provides reduced hotel room rates in our hotels worldwide, plus discounts on products and services offered by Hilton Worldwide and its partners. We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton Worldwide. We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton Worldwide.

Learn more now about Hilton Hotels & Resorts — the global leader of hospitality.

More than 500 locations and nearly 200,000 rooms across six continents
Innovations include: pioneering the airport hotel concept, becoming the first coast-to-coast hotel chain in the US, and the first to install televisions in Guest ooms
Flagship brand of Hilton Worldwide with properties in more than 77 countries
More than 70 world-class resorts and more nearly 200 full-service spas
Harris Poll EquiTrend®, Brand of the Year – Full Service Hotel for 2010 and 2011
Number one global brand awareness in the hospitality industry