Guest Relations Manager

Experteer Overview

You’ll maintain visible leadership, handle VIP and high-profile guest interactions, and drive service quality through coaching and cross-department collaboration. This role offers the chance to shape guest satisfaction at scale while sustaining brand excellence and a warm, solution-focused culture.

• Lead and develop the Guest Relations, Guest Service (Telephone Operators), and Concierge teams to uphold service culture and brand standards
• Organize daily briefings, coaching, and performance follow-ups to maintain operational excellence
• Guide team members through challenging guest interactions using structured service recovery and brand guidelines
• Serve as main contact for VIP and returning guests, delivering personalized recognition and tailored experiences
• Handle guest complaints with professionalism and empathy to transform experiences positively
• Maintain high visibility in lobby and public areas to anticipate guest needs
• Oversee daily reception operations ensuring smooth service flow and adherence to procedures
• Coordinate with Housekeeping, F&B, Engineering, and Security for seamless guest experiences
• Monitor arrivals, departures, group movements, and special requests for operational readiness
• Conduct quality checks and audits to ensure Hilton service standards
• Track guest feedback from surveys and online reviews and identify improvement actions
• Collaborate with management on opportunities to elevate the guest experience
• Lead or participate in cross-department projects to improve service quality and efficiency
• Provide insights on guest trends, feedback, and operational challenges to support decision-making

• Minimum 1 year of experience in a similar role (Guest Relations Manager or equivalent)
• Solid experience in team management
• Strong problem-solving and conflict resolution skills
• Proven guest service in high-pressure environments
• Strategic mindset with hands-on operational involvement
• Strong decision-making and ability to perform under pressure
• Leadership with ability to motivate and coach teams
• Excellent communication skills with guests and internally
• Fluent in English and Spanish with strong written skills in both
• Empathy, composure, and interpersonal skills
• Analytical thinking to interpret guest feedback and KPIs
• Flexibility in a dynamic environment
• Commercial mindset with ability to identify upselling opportunities and maximize revenue

• workplace flexibility
• career growth and development
• Go Hilton Team Member Travel discount program
• wellbeing programs