Guest Relations Manager

About the Role

As the Guest Relations Manager, you will take the lead in crafting personalized and memorable experiences for guests. Your role involves connecting authentically with guests, anticipating their needs, handling special requests and service recovery to ensure every guest is appreciated and recognized. You will motivate and guide the Front Office team, collaborate with other hotel departments to deliver flawless service journeys, and embody the warmth and excellence Hilton hospitality is known for.

Location

Based in the central business district of Perth at Parmelia Hilton Perth, our hotel combines modern elegance with inviting hospitality. Situated near key attractions like Elizabeth Quay and Brookfield Place, the property offers elegant dining, stylish accommodations, and top-tier service. Joining this flagship hotel provides a rewarding career with daily opportunities to create unforgettable guest experiences.

Benefits and Perks

• Uniforms are fully provided and professionally laundered.
• Complimentary nutritious meals during shifts.
• Tailored personal development supported by an on-site Learning & Development Manager plus global career advancement possibilities within Hilton.
• Engage meaningfully with award-winning Corporate Responsibility initiatives.
• Access to heavily discounted hotel stays worldwide through the Hilton Team Member Travel Program.
• Fitness Passport membership granting entry to a broad network of gyms and fitness centers.
• Up to 25% off food and beverage at selected outlets.
• Year-round recognition programs celebrating employee contributions and success.
• Wellness initiatives supporting mental and physical health.

Key Responsibilities

• Lead guest engagement by forming authentic connections, anticipating needs, and ensuring guests feel valued and cared for.
• Maintain and promote high service standards throughout the Front Office to deliver seamless and personalized guest experiences.
• Welcome and interact personally with VIPs, Hilton Honors members, and returning visitors, managing preferences and special occasions with care.
• Own guest relations and service recovery by addressing concerns effectively and empowering your team to resolve issues confidently.
• Swiftly and professionally resolve guest problems, working collaboratively with other departments to meet guest needs.
• Provide strong on-floor leadership, coaching and motivating team members to consistently exemplify Hilton hospitality excellence.
• Coordinate across departments to communicate guest preferences and ensure smooth delivery of services at every touchpoint.
• Monitor feedback to identify opportunities to enhance service quality, loyalty, and continuous improvement of the guest experience.

Minimum Qualifications

• At least 12 months of full Australian working rights (no sponsorship provided).
• Must be physically located in the Perth Metropolitan Area or willing to relocate (no relocation assistance offered).
• Prior experience in Guest Relations, Front Office, or similar leadership roles, preferably within 4 or 5-star hotel settings.
• Proven leadership capabilities with an aptitude for coaching and inspiring teams to deliver outstanding guest services.
• Excellent interpersonal and communication skills with a natural talent for building genuine relationships with guests and colleagues.
• Experienced in handling VIP guests and adept at professional, proactive issue resolution.
• Familiarity with hotel Property Management Systems and luxury hospitality standards.
• Fluency in English required, additional languages advantageous.
• Flexible availability to work various shifts including night, weekend, and holiday hours.
• Above all, a sincere passion for hospitality and crafting memorable guest encounters.

Our Culture

Hilton is committed to fostering an exceptional workplace for team members while delivering unparalleled experiences to guests worldwide. Recognized consistently on global best workplace lists, Hilton supports career growth and development across its world-class brands. Join us to embark on a meaningful career journey and help create magical stays for guests every day.