Guest Relations Manager (Full Time)
About the Role
As Guest Relations Manager, you’ll lead from the front to create exceptional and personalised guest experiences, build meaningful connections and inspire your team to bring the light and warmth of Hilton hospitality to life, every guest, every time.
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Qualifications
- At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:
- A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
- In addition, this role requires the following minimum qualifications:
- A minimum of 12 months of full Australian working rights (sponsorship is not offered)
- Be physically based in the Perth Metropolitan Area or willing to relocate (no relocation allowance is offered)
- Previous experience in Guest Relations, Front Office or a similar leadership role, ideally within a 4 or 5-star hotel environment.
- Strong leadership skills with the ability to coach, support and inspire a team to deliver exceptional guest experiences
- Excellent communication and interpersonal skills, with a natural ability to build genuine connections with guests and Team Members.
- Skilled in handling VIP guests and resolving issues professionally and proactively.
- Familiarity with hotel PMS and luxury service standards.
- Fluent in English; additional languages are a plus.
- Available to work varied shifts, including nights, weekends, and holidays.
- Above all, a genuine passion for hospitality and creating memorable experiences for every guests.
Responsibilities
- Here’s what you’ll do during a typical day:
- Guest Experience & Engagement: Lead the guest experience by creating genuine connections, anticipating needs and ensuring every guest feels recognised, valued and cared for.
- Service Excellence: Drive exceptional service standards across the Front Office, ensuring personalised and seamless experiences throughout the guest journey.
- VIP & Hilton Honors Recognition: Personally welcome and engage with VIPs, Hilton Honors members and returning guests, ensuring preferences, benefits and special occasions are thoughtfully managed.
- Guest Relations & Service Recovery: Take ownership of guest concerns and feedback, resolving issues confidently and empowering the team to deliver effective service recovery.
- Problem Solving: Resolve guest concerns professionally and efficiently. Collaborate with departments to fulfill guest needs promptly.
- Team Leadership: Lead by example on the hotel floor, supporting, coaching and motivating Team Members to consistently deliver exceptional Hilton hospitality.
- Cross-Departmental Coordination: Communicate guest preferences to relevant teams. Ensure smooth service delivery across all touchpoints.
- Guest Feedback & Reporting: Monitor guest feedback and identify opportunities to enhance service, strengthen guest loyalty and continuously improve the overall guest experience.
Preferred Qualifications
- Fluent in English; additional languages are a plus.
About Hilton
Hilton is a global hospitality company that manages, franchises and leases hotels and resorts across a portfolio of brands.
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