Guest Relations Agent - Hilton Yas

Job Description

A Guest Relations Agent directly addresses the needs of VIP and long‑stay guests and informs other team members of VIP/long‑stay guest needs in order to ensure an exceptional guest experience.

• Meet, greet and direct guests who enter the lobby area
• Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on their requirements
• Seek verbal feedback from customers regularly and respond to all guest queries in a timely and efficient manner
• Serve as a point of contact for long‑stay guests of 14 days or longer, ensuring they feel comfortable and can ask for advice or information from Guest Relations
• Manage, record and resolve guest or customer complaints promptly
• Ensure a very high level of customer service is constantly maintained for reception, lobby area and executive lounge
• Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up‑selling and promoting when appropriate
• Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods to enhance the overall image and warmth of this area for the guest
• Communicate with the executive lounge manager and track and reward regular guests for their loyalty and creativity; choose rewards that meet guest preferences while remaining within the allocated budget
• Maintain good communication and work relationships in all hotel areas
• Maintain staffing levels to meet business demands
• Attend all reception meetings and executive lounge meetings
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front‑of‑house equipment and property management systems
• Assist with other departments, as necessary

• Ability to listen and respond to demanding guest needs
• Excellent leadership, interpersonal and communication skills
• Accountable and resilient
• Commitment to delivering high levels of customer service
• Ability to work under pressure
• Flexibility to respond to a variety of different work situations

• Previous experience in a customer service function or in a similar role
• A passion for delivering an exceptional level of guest service
• High level of IT proficiency

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full‑service hotels and resorts to extended‑stay suites and mid‑priced hotels. For over a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.

And, our amazing team members are at the heart of it all!

Hilton Abu Dhabi Yas Island

Full‑time

Hilton Hotels & Resorts

Guest Services, Operations, and Front Office

Role Level: Entry‑Level
Work Type:
Full‑Time
Country:
United Arab Emirates
City:
Abu Dhabi
Company Website:
Job Function:
Management
Sector:
Hospitality