Front Office Team Leader (Guest Relations)

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will be the primary point of contact for guests during their stay, ensuring that they receive personalized attention and support. Your role will be key in building relationships with guests, enhancing their stay, and ensuring guest loyalty. As a Guest Relationship Officer, and managing special requests – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here’s what you’ll do during a typical day:

• Guest Interaction & Relationship Building:  Welcome guests and serve as their main point of contact throughout their stay. Handle inquiries, special requests, and provide personalized service.
• Service Excellence:  Proactively check in with guests to ensure satisfaction. Arrange dining, transport, and room preferences to enhance the guest experience.
• VIP Services:  Deliver tailored service to VIPs and high-profile guests. Coordinate special occasions and personalized amenities.
• Problem Solving:  Resolve guest concerns professionally and efficiently. Collaborate with departments to fulfill guest needs promptly.
• Cross-Departmental Coordination:  Communicate guest preferences to relevant teams. Ensure smooth service delivery across all touchpoints.
• Guest Feedback & Reporting:  Collect and report guest feedback to improve service. Maintain updated guest profiles and prepare daily interaction reports.

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:

• Previous experience in guest relations, front office, concierge, or executive floor service, preferably in a luxury hospitality setting.
• Excellent communication and interpersonal abilities with a guest-centric approach.
• 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.
• Positive, proactive, and committed to delivering exceptional guest experiences.