Hilton Hotels & Resorts seeks a General Manager/Hotel Manager to lead operations, inspire teams, and ensure outstanding guest experiences.
Guest relations and Executive Lounge Supervisor
JOB DESCRIPTION
A Guest Relations and Executive Lounge Supervisor is responsible for the satisfaction of executive Guests throughout their stay at the hotel by ensuring that enquiries receive responses and advice and information is delivered when requested. This role also focuses on building strong relationships with Guests, ensuring personalized service, and enhancing the overall guest experience from arrival to departure.
What will I be doing?
As a Guest Relations and Executive Lounge Supervisor, you are responsible for the satisfaction of executive Guests throughout their stay at the hotel by ensuring that enquiries receive responses and advice and information is delivered when requested. An Executive Lounge Manager-Supervisor contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
Manage the performance of the Executive Lounge in the hotel
Deliver the highest quality and brand service standards to consistently meet and exceed executive Guest and VIP expectations
Handle enquiries and complaints, promptly and efficiently
Ensure that all Guest supplies and amenities are offered and replenished to the required standards
Manage a Team that is current with all hotel services as well as VIP requests and special events and that demonstrate a knowledge of external locations, attractions and landmarks in the vicinity
Ensure the Team projects a professional manner with an emphasis on hospitality and Guest service
Ensure the Team complies with Hotel security, fire regulations and all health and safety legislation
Executive tasks as instructed by the Executive Lounge Supervisor or Manager
Serve your role and Team in an environmentally-conscience manner
Proactively engage with Guests to build rapport, recognize preferences, and deliver personalized experiences
Act as a key point of contact for VIP and repeat Guests, ensuring their expectations are anticipated and exceeded
Handle guest feedback, complaints, and service recovery with a high level of professionalism, empathy, and discretion
Coordinate closely with Front Office, Housekeeping, and Food & Beverage teams to ensure seamless guest journeys
Monitor guest satisfaction scores, reviews, and feedback, and implement continuous improvements
Ensure VIP arrivals and departures are well organized, including room inspections, amenities, and special arrangements
Maintain detailed guest profiles and preferences to enhance future stays and loyalty
Support upselling opportunities and promote hotel services, facilities, and special offers
Train and mentor team members on guest relations excellence, communication, and luxury service standards
What are we looking for?
Guest Relations and Executive Lounge Supervisor serving Hilton brands are always working on behalf of our Guests and working with other Team Members. They are also responsible for ensuring a personalized and memorable guest experience, acting as a key point of contact for VIP guests and handling guest relations with professionalism and care. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
Previous supervisory experience in the hotel, leisure or retail sector
Calm, efficient and organised
Excellent personal presentation and communication skills
A passion for delivering exceptional levels of Guest service
Ability to listen and respond to demanding Guest needs
Proactively anticipate guest expectations and resolve any concerns or complaints with empathy and efficiency
Build and maintain strong relationships with guests to encourage loyalty and repeat business
Ensure smooth daily operations of the Executive Lounge, maintaining high standards of service, cleanliness, and presentation
Coordinate with other departments (Front Office, Housekeeping, Food & Beverage) to deliver seamless guest experiences
Supervise, train and support team members to maintain service excellence and consistency
Handle VIP arrivals, special requests, and personalized services with attention to detail
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Previous experience in Executive Lounge Supervisor or Manager in a hotel environment
Multi-lingual
Accountable and resilient
Ability to work under pressure
Flexibility to respond to a range of different work situations
Strong problem-solving skills with the ability to make decisions independently in guest-focused situations
High level of emotional intelligence and ability to manage sensitive guest interactions
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