Guest Relations Manager

Hilton Türkiye - Guest Relations Manager

• Oversee daily operations of the guest services department.
• Ensure the delivery of the highest quality service in line with the Hilton standards and focuses on making every guest’s stay a memorable experience
• Ensure a smooth and efficient check-in/check-out process.
• Handle guest inquiries, requests, and complaints promptly and efficiently.
• Provide information about the hotel, its amenities, and local attractions.
• Coordinate and manage services for VIP guests and special occasions.
• Ensure personalized services and amenities for VIP guests.
• Develop and maintain a VIP guest database with preferences and special requirements.
• Address and resolve guest complaints and issues effectively and professionally.
• Follow up with guests to ensure their concerns have been addressed satisfactorily.
• Document and report recurring issues to the management for improvement.
• Train and mentor guest services staff to deliver high-quality service.
• Conduct regular team meetings and briefings to ensure consistent service standards.
• Collaborate with other departments (housekeeping, food and beverage, etc.) to ensure seamless guest experiences.
• Coordinate with the front office manager to ensure efficient room allocations and guest preferences are met.
• Ensure that all guest areas are well-maintained and presentable.
• Collect and analyze guest feedback to identify areas for improvement.
• Prepare and present reports on guest satisfaction, complaints, and service improvements.
• Implement guest feedback programs and surveys to enhance service quality.
• Respond to all online guest reviews within 24 hours.

• Ability to work in a fast pace environment
• Professional appearance, courtesy, friendliness and helpful to internal and external guests
• The ability to work under time constraints and deadlines
• Comply with all Hilton policies
• Ability to easily develop relationships with guests and team members
• Must be able to deal correctly with confidential information and must be discrete
• Must be well groomed and maintain impeccable hygiene standards