As part of our continued focus on elevating the Guest Experience, we will be evolving our current Duty Manager position into the role of Guest Relations Manager. Building on the important responsibilities already held within the Duty Manager role, the position will retain its operational oversight and responsibility for responding to guest and operational situations, while placing an enhanced emphasis on proactive guest engagement, relationship building and creating memorable experiences throughout the guest journey.

As a person filling this position, you will be a visible leader on the floor, entrusted with the safety, security, and overall guest journey, while consistently delivering above-and-beyond service that surprises, delights, and exceeds expectations.

Key Responsibilities

Deliver outstanding guest service before arrival, throughout the stay, and after departure, ensuring every touchpoint reflects Hilton standards.
Create personalised, memorable moments by anticipating guest needs — including those unspoken — and turning them into opportunities to surprise and delight.
Meet and greet arriving guests, bid them farewell, and act as a constant point of reference throughout their stay.
Review daily arrival lists, identify VIPs, and coordinate welcome amenities and special recognitions.
Escort and personally check in VIP guests, ensuring a seamless and elevated arrival experience.
Handle guest inquiries and concerns promptly, resolving complaints with empathy, professionalism, and tangible solutions.
Proactively identify ways to enhance the overall guest experience and hotel reputation.
Ensure the safety and security of guests, team members, and property, including taking charge of the Fire Panel and leading the management team on duty when required.
Represent hotel management during their absence, acting as a confident decision-maker and role model.
Provide hands-on support to hotel operations, including check-ins and check-outs, assistance in F&D outlets and other key operational areas during peak periods.
Maintain full awareness of all hotel activities, functions, and events while on duty.
Be visibly present within all hotel areas, supporting the team and engaging with guests during busy moments.
Analyse guest feedback and performance metrics, providing strategic input to continuously improve service quality and guest satisfaction scores.

What You Bring

A passion for hospitality excellence and creating unforgettable guest experiences
Strong leadership presence with the ability to remain calm and decisive under pressure
A proactive mindset with a natural ability to anticipate needs and personalise service
Commitment to Hilton’s values, brand standards, and service culture

If you are driven to lead from the front, inspire teams, and create moments that guests will talk about long after checkout — we’d love to hear from you.

Guest Relations Manager

Job Description