AdresseTempo New York Times Square is looking for a full-time Guest Relations Manager to join our team. Our stylish hotel is in Times Square, steps from restaurants, shops, and Broadway theaters. Central Park, Radio City Music Hall, Rockefeller Center, and Grand Central Station are within one mile. Our Outdoor Terrace overlooks the heart of the city. Our restaurant also offers iconic NYC views.
What will I be doing?
As a Guest Relations Manager, you will be supporting the Director of Front Office by administering and supervising the hotel’s VIP experience in order to maintain the highest level of courteous, professional and efficient service to guests.
Responsibilities include (but are not limited to):
- Oversee the pre-arrival experience and VIP guest processes, including but not limited to - identify VIPs, manage pre-arrival experiences (meet and greet, pre-registration, Kipsu welcome texts, etc.), respond to and resolve guest challenges, handle and celebrate special requests and needs, handle amenity requests, respond to and share guest feedback.
- Be the primary contact for VIP needs throughout guest stays and post-departure follow up (survey outreach, transportation follow up etc.). Arranges and confirms recreation, business and dining activities both inside and outside the hotel.
- Use creative management skills and discretion to solve guest problems, coordinate communication between guests and team members, and ensure proper follow up. Maintain and distribute knowledge of all hotel services and local activities to accurately respond to inquiries. Collaborate with other hotel departments as needed to ensure a consistent high level of service is provided to all guests (amenities/ surprise and delight). Respond to guest feedback from surveys.
- Establish and maintain all guest experience programs and best practices. Enhance the overall experiences offered through guest loyalty programs (Hilton Honors etc.) and property specific initiatives. Assist with all general Guest Experience operations, post-departure follow up and onsite guest engagement initiatives.
- Answer telephone calls and input messages into the computer. Retrieve messages and communicate contents to the guest. Retrieve mail, small packages, and facsimiles for customers as requested and distribute to the porters as required.
- Help analyze customer feedback to continuously improve overall ratings. Responds to and anticipates guests’ needs, including their unstated ones.
· Acts as an ambassador of the hotel by providing special assistance and information about local area attractions to customers and patrons, offering a wide selection of alternatives for guest satisfaction.
Supportive Functions:
- Attempt to communicate with guest in guest's native language, if applicable
- Provide guests with a stay experience that is customized to their needs
- Perform additional related duties, as requested, at any time
- Follow Tempo standards to ensure the highest quality of team member and Guest Relations
- Must be an energetic, positive team leader. Ability to work well as a team
- Responds promptly to all guest inquiries and provides a high level of genuine service to both guests and team members
- Serves as an MOD for the Front Office based on business needs
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
- Basicmathematicalcomprehensiontounderstandandinterpretnumbersas they apply to operations in hotels
- Abilityto read, write,speak and understandthe Englishlanguageto communicateeffectively with guests and employees
- Abilitytoeffectivelydealwithinternalandexternalcustomers,someofwhomwill requirehighlevels ofpatience,tact and diplomacytodefuse anger,collectaccurate information and resolve conflicts
- Interpersonalskillstoprovideoverallguestsatisfaction
- Abilitytoanalyzeinformationandmakeeffectivejudgements
- Abilityto access and accuratelyinput informationusingamoderatelycomplexcomputer system
- Abilitytoworkunderpressureanddealwithstressfulsituationsduringbusyperiods
- Abilitytoseeandhearinordertoobserveanddetectsignsofemergencysituations
QUALIFICATION STANDARDS
Education
- High School graduate orequivalent required
- 4-yearcollege degree preferred
Experience
- TwoyearsLuxuryhotelexperience,required
- KnowledgeandproficiencyinHiltonOperatingsystemspreferred
- Abilitytospeakadditionallanguages,preferred
Licenses or Certificates
- CPR Certification and/orFirstAid Training preferred. Abilitytoobtainanygovernment required license or certificate.
Grooming/Uniform
- Allemployeesmustmaintainaneat,cleanand well-groomedappearance.Specificuniformguidelines and/orrequiredarticlesofclothingwillbeexplainedto youasapartoftheorientationprocess.
Other
- Additional language ability preferred.
A little bit about us...
Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
Hospitality - We're passionate about delivering exceptional guest experiences.
Integrity - We do the right thing, all the time.
Leadership - We're leaders in our industry and in our communities.
Teamwork - We're team players in everything we do.
Ownership - We're the owners of our actions and decisions.
Now - We operate with a sense of urgency and discipline
In addition, we look for the demonstration of the following key attributes:
Quality
Productivity
Dependability
Customer Focus
Adaptability
What will it be like to work for Hilton?
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 nearly a century, Hilton has offered business and leisure travelers 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!
Meaningful Benefits for Your Career and Well Being
We support the well-being and performance of Team Members with industry-leading rewards, recognition and support to meet their needs:
- Competitive Salary
- Best-In-Class PTO (paid time off)
- Employee Assistance Programs
- Health and Welfare Benefit Plans
- 401(k) + match
- Employee Stock Purchase Plan
- Go Hilton - Team Member Travel Discounts
- Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
- Debt-free education: Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)
*This information is a highlight of the major benefits offered. Wages, retirement and paid time off benefits are specific to your location and position.
