Guest Relations Supervisor | Hilton Abu Dhabi Yas Island

What are we looking for

A Guest Relations Supervisor serving Hilton Brand hotels is always working on behalf of our Guest and working with other Team Members. To successfully fill this role you should maintain the attitude behaviours skills and values that follow:

• Positive attitude
• Excellent communication and people skills
• Committed to delivering a high level of customer service both internally and externally
• Excellent grooming standards
• Flexibility to respond to a range of different work situations
• Ability to work under pressure
• Ability to work on their own or in teams
• Experience with MS office applications and outlook

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Knowledge of hospitality

What will it be like to work for Hilton

Hilton is the leading global hospitality company spanning the lodging sector from luxurious fullservice hotels and resorts to extendedstay suites and midpriced hotels. For nearly 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!

EOE/AA/Disabled/Veterans

Guest Relations Supervisor is responsible to maintain consistent high level of service. Guest Relations Supervisor manages the needs of VIP and longstay guests and informs other team members of VIP/longstay Guest needs in order to ensure an exceptional guest experience. Supports the reception when appropriate. Manages the queue at the reception area when required.

What will I be doing

• Ensure that an open eye attitude in maintained at all times to improve the performance of the department as a whole.
• Review VIP reservations and ensure proper handling of VIPs and groups administer amenity orders and resumes for incoming guests.
• Monitor special reservation requests handling.
• To ensure guest feedbacks and comments are handled or monitored until full guest satisfaction is achieved.
• To provide courteous efficient call handling and service delivery in a prompt and clear manner to meet and exceed guest expectations.
• To receive and perform preshift line up (handovers) from shift to shift ensuring consistent and full information is given/taken.
• To anticipate that guests needs are communicated to the relevant department in a timely manner to ensure seamless service delivery before guests ask.
• To prepare in room guest letters and communication documents when necessary.
• Assign rooms for the days arrivals and future reservations depending on occupancy.
• Ensure all early arrival rooms are blocked and cleaned with liaising with Housekeeping department.
• Review the next three (3) days arrival VIP reports and update where necessary.
• To deliver a personalized service to every hotel guest using the guests name whenever possible and successfully creating a lasting unforgettable first and lasting impression.
• To act as an inhouse guests ambassador by establishing and developing personal contact with all our guests enhancing a feeling of comfort warmth and care throughout their stay.

In line with localization regulations in effect across the private sector in the United Arab Emirates Hilton Yas Island is committed to meet and exceed UAE National hires numbers as guided by the Ministry of Human Resources and Emiratization (MOHRE) and the Department of Culture & Tourism (DCT) Abu Dhabi.