Guest Relations Manager – DoubleTree by Hilton Perth Northbridge


About Hilton Hotels
Ourteam members are changing the world one stay at a time! They|re engaged
andrecognised in many ways for showcasing their talents. Join the most well-
knownhotel brand in the world and you|ll have more than just a job – you|ll
have achallenging and rewarding career in the hospitality industry.
DoubleTree by Hilton Perth Northbridge opened to greatacclaim in December
2018. An exciting new 206 room property| it was thefirst new-build DoubleTree
Hotel in Australasia. The fastest growingbrand within Hilton| this was also
Western Australia|s first DoubleTree byHilton branded hotel. A flagship hotel
within our region| the propertyhas developed| over its first few months in
operation| an amazing serviceculture within the team.
About the Role

As Guest Relations Manager| youwill lead by example| supporting and inspirin

your team to deliver warm andpersonalised hospitality to every guest| by:

Leading serviceexcellence and empowering your team to deliver heartfelt service|
Assisting the broader hotelteam in efficiently resolve guest issues|
Briefing all shift teammembers about arriving and departing guests and encouraging them in proactivelyanticipating their needs|
Maintaining up-to-date guestpreferences and profiles so that our return guests get a perfect stay with allof their individual and personalised requests looked after| or| alternativesarranged when this is not possible|
Act on guest feedbackgiven verbally or through social media channels to make recommendations andimprove our guests| experience|
Welcoming and takingcare of our Hilton Honors (loyalty program) guests| making sure that theirbenefits are delivered and thoroughly explained|
Collaborating withother departments| particularly housekeeping| engineering and food &beverage operations to deliver a seamless experience|
Identify opportunitiesfor upselling and promote when appropriate|
Assisting the FrontOffice Manager with rostering| training| and people management related activities|
Responding to emergencysituations; acting as chief fire warden in the event of an alarm| responding tofirst aid situations| responsible service of alcohol enforcement and poolincidents as required|
Taking responsibilityfor hotel security| complying with fire regulations| liquor licensing and all OSHlegislation.

Skills & Experience

The successful candidate willdemonstrate the following skills| experience and

Experience in an equivalentmanagerial or supervisory role| ideally within a hotel|s Front Office environment|
OnQ Property ManagementSystem experience preferred|
Ability to work a rotatingroster that includes weekends and overnight shifts|
Holds a bachelor degreein hotel management| business| or another related field (desirable)|
Unrestricted Australian Working Rights|
First Aid qualification|
Approved Manager & ResponsibleService of Alcohol certification|
Australian NationalPolice Clearance|
A demonstrated historyof working in an unsupervised|
Successful teamleadership| interpersonal and communication skills| ideally within a hotelsetting|
Ability to deliverresults under pressure and to time constraints| and
Flexibility to respondto a variety of different work situation.

Culture & Benefits

As a DoubleTree by Hilton GuestRelations Manager| you can expect to receive:

A competitive industrysalary and leave benefits|
Exclusive team memberonly discount on global Hilton room rates and generous discounts on food and beveragein participating outlets| and
Long term careerdevelopment planning and opportunities.