Guest Relations Executive Job in Bangalore at Hilton

Hilton is hiring for the role of Guest Relations Executive!

Responsibilities of the Candidate:

• Supervise Guest Relations staff to ensure smooth and efficient operation during the assigned shift. 
• Communicate effectively both verbally and in writing to provide clear directions to staff.  
• Assign and instruct Guest Service Agents in the details of work, observing their performance and encouraging improvements.  
• Use creative management skills to solve guest and team member problems, ensuring compliance with company standards to ensure consistent high-quality guest relations. 
• Manage desk, resolve guest concerns, handles emergencies and other challenges that may occur during the assigned shift, implementing resolutions by using discretion and judgment. 
• Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice. 
• Listen to and understand requests, issues and situations from both guests and team members.  
• Regular attendance in conformance with the standards established by Hilton from time to time. 
• Work varying schedules to reflect the business needs of the hotel due to the cyclical nature of the hospitality industry. 
• Support and motivate front desk team members by leading by example and employing competent and consistent management practices. 
• Actively take part in training the team, supporting and leading formal training sessions and focusing on on-the-job training to ensure that all team members are of the same standard.  
• Attend training where and when required. 
• Act as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets. 
• Maintain discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labor Law and HR guidelines.  
• Be involved with the development of high potential team members to ensure that all team members are trained to progress to the next level of their career. 
• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests. 

Requirements:

• Able to read, write, speak and understand the English language to communicate effectively with guests and employees
• Able to access and accurately input information using a moderately complex computer system, including Hilton property management systems
• Good interpersonal skills to provide overall guest satisfaction
• Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels
• Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyse accurate information and resolve conflicts
• Able to work under pressure and deal with stressful situations during busy periods
• 2 to 3 years of related working experience preferred.