Guest Relation Associate-Conrad Bengaluru – Hilton – Full Job Description

Company: Hilton
Location: Bengaluru, Karnataka
Job Type: Full-time
Salary: Negotiable

Guest Relation Associate – Conrad Bengaluru

Hilton, with thousands of hotels in over 100 countries, offers countless opportunities. We welcome millions of travelers every year, offering a memorable experience.

Our family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton, and others.

We are looking for someone who appreciates the impact of global travel to join us as a Hilton Team Member. We are dedicated to delighting our guests, Team Members, and owners.

What will I be doing?

As the Guest Relation Associate, you will be responsible for:

• Be the brand ambassador of the hotel, providing a positive “first impression”.
• Greet guests in the lobby and lobby lounge, answer queries, give suggestions, and escort them to the Front Desk, Food & Beverage outlets, and the Executive Lounge.
• Anticipate guest needs and handle guest inquiries in a helpful and attentive manner.
• Get maximum feedback from guests, maintaining key responsibilities for the guest response process.
• Welcome all guests in a polite and friendly manner.
• Be helpful, empathetic, and polite to all guests.
• Delight guests through friendly and proficient service, ensuring repeat business through personalized, efficient service.
• In-depth understanding of the Hilton Honors reward program.
• Ensure that every guest who is a Hilton Honors member is enrolled.
• Ensure all guest comments are passed on to the centralized guest response area and are updated in all necessary guest history databases.
• Knowledgeable on all facts on hotel products, including room types, room rates, relative features and facilities, Food & Beverage outlets, and the Executive Lounge.
• Develop a close and harmonious working relationship with all the other departments in the hotel.
• Have complete knowledge of Hilton hotel SOPs and local policies.
• Report to work on time with proper uniform and nametag, complying with the standards of the hotel.
• Develop knowledge about frequent guests, their special requests and needs.
• Be familiar with cultural differences in order to meet all different customer needs.
• Complete all shift duties as outlined on the shift checklist.
• Ensure completion of all tasks for the shift and handover to the next shift without missing out on any guest-related requests.
• Ensure that all logbooks, handovers, and checklists are well maintained.
• Actively seek customer feedback, handling their requests and complaints.
• Suggest alternatives to meet customer needs in terms of product features and benefits.
• Offer information and services where appropriate.
• Inspect VIP guest rooms prior to guests’ arrival.
• Lead by example on aspects of courtesy, helpfulness, and grooming / overall presentation.
• Maintain company sanitation standards in the department.
• Maintain guest satisfaction and ensure repeat business through personalised and efficient service.
• Conduct site inspections as and when required by the Management.
• Thank customers and invite our guests to return.
• Carry out requests as directed by the Management.
• Maintain good communication with other hotel departments to assist with guests’ needs.

What are we looking for?

A Guest Relation Associate serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviour, skills, and values that follow:

• Minimum of 2 years as a Guest Relation in the hospitality Industry.
• University graduate / hotel management / hotel school diploma (diploma in Public Relation advantageous).
• Neat in appearance and in good health.
• Good communication skills.
• Pleasing, charming, honest, possess a sense of humor, have the right attitude and is physically fit.
• Have a good command over verbal and written English language to meet business needs.
• A basic knowledge on any additional foreign languages will be advantageous.

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!

Apply Now