Guest Relations Manager - Conrad Midtown
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Guest Relations Manager - Conrad Midtown

Hilton

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Guest Relations Manager - Conrad Midtown

About the job

Perfectly situated in Manhattan’s epicenter of business, retail and culture, Conrad New York Midtown  is steps from iconic attractions, luxury Fifth Avenue shopping, MoMA, Broadway theaters, Carnegie Hall and Central Park. Located in the heart of the city, Conrad New York Midtown’s newly renovated 562 luxury suites offer guests an ideal New York City retreat infused with modern luxury, unique guest amenities and intuitive service. Spanning 54 floors, generously sized suites are designed to be an inspiring destination. It's a great time to join Hilton! Great Place to Work and Fortune named Hilton the Best Big Company to Work for in 2021! 

Reporting to the Director of Guest Relations, our Guest Relations Manager will be responsible for improving the overall guest experience beginning with the pre-arrival process throughout the stay and through to follow up post check out. This person must have a very polished demeanor and the high level of communication skills required to work directly with all VIPs to create unique and memorable experiences.


What will I be doing?

As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

  • 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 on a regular basis and respond to all Guest queries in a timely and efficient manner 
  • Serve as a point of contact for long-stay guests ensuring they feel comfortable and can ask advice or information from Guest Relations  
  • Manage, record and resolve promptly Guest or customer complaints
  • Manage all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management
  • 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 in order to enhance the overall image and warmth of this area for the Guest 
  • Maintain good communication and work relationships in all hotel areas

What are we looking for?

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

 

What is it like working for Hilton?

The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces.

We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton travel discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton! 

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Guest Relations Manager - Conrad Midtown

New York, NY, United States

Full-time, Indefinite

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