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Job Description - Guest Relations Manager (HOT0BKR8)Job DescriptionGuest Relations Manager (Job Number:HOT0BKR8 )Work LocationsWork Locations: Hilton Melbourne Little Queen Street 18 Little Queen Street Melbourne 3000About Hilton Melbourne Little Queen StreetHilton Melbourne Little Queen Street combines old world charm with modern luxuries! This newly opened hotel is located in the heart of the CBD, and features 244 stylish guest rooms, including 10 spacious suites, a restaurant and bar, fully equipped gym and five meeting & event spaces.About the roleLeading the way with your passion for hospitality and customer service you will be responsible for mentoring and coaching the team of Front Office Guest Service Agents. You will also manage the shift, ensuring check-in, check-out and related services are provided to guests with exceptional service. Reporting to the Front Office Manager, you will enjoy working as part of a team in a fast-paced environment, on a rotating shift basis. Your daily duties will include:Assisting the Front Office Manager with the management and support of daily Front Office OperationsManage and support the Front Office team, ensuring that brand standards are met and guest expectations are exceededHandle guest requests, inquiries and complaints promptlyHandle any management issues or emergencies that arise, record and resolve as necessaryAssisting with Maintenance and Housekeeping related concerns outside business hoursAssisting with Reservations quality checks and inventory managementMaximise sales revenues through up-selling and marketing programs within the departmentEnsure your team maintains a professional manner and are up to date with VIP guest movements, hotel events, local attractions and activitiesWhat are we looking for?A minimum of 1 year experience in a leadership front office role in a similar sized hotelFluent in English and able to communicate professionally with guests and team members, both in person and over the telephoneExcellent leadership, inter-personal, training and development skillsDemonstrated ability to resolve problems and conflict, and work efficiently under pressureWell-presented, organised and calm personalityHigh level of IT skills, including Excel and WordHilton Employee BenefitsWorldwide travel discounts at unbelievable rates for you and your friends and family!25% off Food & Beverage in the hotels.Free dry cleaning for your uniformFree access to growth and development opportunities from top class providers; Harvard University and LinkedIn Learning just to name a fewA workplace culture that foster personal wellbeing and gives you free access to Employee Assistance Programs to support your mental and physical wellbeingTeam Member Recognition Programs, including monthly celebrations and quarterly team events.Hilton''s 2030 corporate social responsibility goals, volunteering and community engagement opportunities.JobJob: Guest Services, Operations, and Front Office #J-18808-Ljbffr