Job Overview The Guest Relations Manager (Duty Manager), at the epicentre of guest service, is responsible for leading the Front Office team to ensure the delivery of exceptional guest experience. This role supports the Front Office Manager to ensure the smooth-running & high performance of the team and the delivery of superior service and advantages for our loyalty guests.

In addition to leading and supervising the front line team, the Guest Relations Manager assists where required with guest complaint resolution, guest relations, safety & security including responding to emergency situations, driving key performance indicators to ensure our benchmarks are achieved and any other tasks to ensure we meet our operational commitments across the hotel.

Key Responsibilities

Customer Experience

- Ensure that all team members consistently deliver high-quality customer service by adhering to established service standards.
- Implement and reinforce service protocols to ensure a memorable experience for every guest. Regularly evaluate service delivery, providing guidance on areas for improvement.
- Actively seek and gather feedback from guests through surveys, direct conversations, and online platforms to identify trends and areas for growth.
- Continuously monitor guest feedback from Stay Experience, TripAdvisor, and other review platforms.
- Respond to both positive and negative feedback in a professional manner, ensuring any issues are addressed promptly and effectively with 24 hours, as per Hilton guidelines.
- As the Kipsu Champion, continuously monitor the guest messaging platform and respond to all messages within 5 minutes, and where possible, provide an issue resolution within 10 minutes.
- Develop and execute improvement plans based on customer feedback, ensuring that any reoccurring concerns are addressed systematically.
- Take on the role of a dedicated contact for long-term or repeat guests. Ensure that these guests receive personalized service, fostering loyalty by maintaining a record of their preferences, past experiences, and specific needs.
- Provide customized solutions to enhance their stay, going beyond expectations to build long-lasting relationships.
- Take full ownership of guest complaints, ensuring a swift and professional resolution. Make every effort to anticipate and resolve issues before they escalate, promoting a proactive approach to customer service.
- Track and follow up with guests to confirm their satisfaction with how issues were resolved.
- Collaborate with relevant departments to ensure systemic changes are made to avoid future issues.
- Be present and engaged throughout the hotel, greeting guests as they arrive, proactively offering assistance, and ensuring their needs are met in a timely and efficient manner.
- Foster a welcoming environment by actively listening to guests and engaging in meaningful conversations about their stay.
- Offer personalized suggestions about services, amenities, and the local area, tailoring your recommendations based on guest preferences.
- Supervise and oversee the allocation of rooms, ensuring that guest requests and preferences are met. In the event of overbookings, ensure that relocation procedures are handled smoothly and professionally.
- Coordinate with various departments (e.g., Housekeeping, Maintenance) to ensure room availability and readiness.
- Act as the go-to person for guest special requests, from transportation arrangements and restaurant reservations to unique service needs.

Team Experience

- Supervise day-to-day operations of the Front Desk and other departments within the Front Office.
- Monitor the performance of team members and ensure they are meeting Hilton’s grooming, performance, and behavior standards.
- Provide coaching, mentorship, and feedback to ensure ongoing growth and improvement.
- Regularly update the team on hotel policies, procedures, guest expectations, and any changes to operations. Ensure that any key information, such as VIP arrivals or special guest requirements, is communicated clearly and efficiently to all relevant team members.
- Lead the training efforts for new hires and existing team members, ensuring they have the skills necessary to perform their jobs effectively. Encourage a culture of continuous learning by identifying training needs and providing access to professional development resources.
- Offer constructive feedback and praise in a manner that promotes team morale and individual growth.




- Work alongside the Front Office Manager to address performance issues, providing clear guidance and support for team members who may be underperforming.
- Provide timely and constructive feedback to help employees develop and improve their skills.
- During peak periods, provide hands-on support to various hotel operations. Be flexible in your approach, assisting other departments like Housekeeping or F&B; when necessary to ensure smooth operations. Monitor guest satisfaction during high-demand times, ensuring that all guests receive exceptional service.
- Actively engage in promoting internal hotel events and programs, such as CARE rallies and Travel with Purpose initiatives. Ensure that events are well-supported, and encourage participation among team members.
- Collaborate with the Front Office Manager to create employee rosters that ensure optimal coverage across shifts. Balance staff availability with operational needs, ensuring that there is adequate coverage during busy periods while maintaining cost control.
- Hold regular team briefings to provide updates, review performance, and discuss goals for the upcoming shifts. Provide an opportunity for staff to raise concerns, ask questions, and share suggestions for improvement.

Commercial Focus

- Drive revenue generation by ensuring that the Front Office team understands and actively participates in upselling, cross-selling, and other revenue-generating initiatives. Train team members on sales strategies and encourage them to proactively offer services that enhance the guest experience while increasing revenue.
- Proactively promote and upsell the hotel’s Food and Beverage offerings by recommending premium dining experiences, special promotions, and exclusive menu items to guests, ensuring enhanced revenue generation while delivering exceptional customer service.
- Communicate room revenue targets and sales goals to the Front Office team and ensure they understand their role in achieving these targets. Conduct a weekly review of performance metrics and provide feedback on how to improve sales performance.
- Ensure that reservations are accurately processed, confirming all guest requests and preferences. Manage complex reservations, such as group bookings, VIPs, and special requests. Work with the Reservations Department to ensure that all guest requirements are met.
- Oversee the professional handling of book-outs, ensuring that the team follows hotel policies while dealing with overbookings. Maintain flexibility while ensuring guests are treated with professionalism and respect.
- Monitor rate control practices and ensure compliance with revenue management strategies.
- Ensure the Front Office team accurately handles all billing processes, including the proper processing of credit card transactions, cash payments, and guest folios. Review billing discrepancies and work to resolve any issues promptly.
- Ensure that charges for special services, such as event tickets, transportation, or additional amenities, are accurately applied to guest accounts. Monitor these charges to prevent billing errors and ensure guests are aware of additional costs incurred during their stay.

Maintenance of Systems & Procedures

- Ensure that all guest profiles, reservations, and other guest-related data are accurately maintained in the hotel’s property management system (PMS). Regularly update and verify guest information to ensure it is up to date
- Double-check that all payments are processed correctly and charges are applied appropriately.
- Review system data regularly to ensure compliance with Hilton’s standards and policies.
- Oversee the cashiering procedures, ensuring that all transactions are accurately processed and that proper records are maintained. Conduct audits at the end of each shift and ensure the accuracy of all financial data.
- Protect the integrity of the hotel’s property management system by managing after-hours access, ensuring that only authorized personnel have access to sensitive guest information.
- Maintain secure logins and enforce security protocols to prevent data breaches.
- Ensure that all reports,



including credit card authorizations and billing statements, are accurate and completed before the shift ends. Perform final checks to ensure compliance with hotel standards and financial procedures.

Loyalty Programs

- As the Hilton Honors Champion, monitor, track, and promote the enrollment and engagement targets set by the Regional team, and implement best practices to have these achieved. Conduct a review of all Hilton Honors performance metrics on a weekly basis.
- Communicate hotel enrolment targets, implement procedures and motivate the team to exceed targets.
- Ensure all Front Office employees are fully aware of the benefits of Hilton Honors and able to promote these to the customer.
- Administer the program as per Hilton standards and ensure all Hilton Honors members receive the benefits they are entitled.

Hotel Safety & Security

- On-shift, manage and control the fire panel and EWS system in the event of an emergency and/or evacuation of the hotel.
- Act as chief fire warden, directing the hotel team to deal with any emergency situation.
- Liaising with emergency services as required.
- Ensure that incident reports are completed accurately in the Fusion platform in a timely fashion.
- Conducting shift security checks including a physical walk to inspect the building and complete specified shift checklists.
- Making sure that the team adhere to the credit policies of the hotel.
- Managing and maintaining the security of our property management system.
- As the approved manager on duty, ensure adherence to all licensing and responsible service of alcohol laws and manage/deal with patrons in contravention of the laws.
- Manage any hotel/guest-related incidents as they occur.

Night Audit

- Complete night reports per the schedule and/or checklist.
- Shut down and restart the system on a nightly basis.
- Monitor the floats, end of shift balances, postings etc, to ensure accurate billing for our guests, to minimise their check out time.
- Ensure that rebates are completed and that all DocMatrix procedures adhere.

Workplace Health & Safety (WHS)

- Provide the necessary leadership to ensure the WHS and IM provisions of the WHSIM system are carried out at all times and to the stated standard.
- Take the necessary management actions and make decisions, consistent with the intention of the WHS policy.
- Develop and implement plans, procedures and actions to ensure WHS policy objectives and targets are met.
- Ensure that minimum standards are established and maintained for plant, materials, equipment, product, buildings and Team member work activities.
- Manage workplace injuries following the Return to Work (RTW) policy and procedures, ensuring injured workers are effectively managed and an early return to the workplace is achieved.
- Undertake workplace risk assessments in consultation with team members.
- Ensure identified hazards are controlled following an established hierarchy of control.
- Ensure control actions are implemented promptly.
- Ensure sufficient and suitable personal protective equipment is provided, suitably maintained and correctly used when required.
- Monitor contractor WHS performance in area of responsibility.
- Take any other such activity that is necessary to guarantee the integrity of the WHS systems manual and its requirements.
- Carry out workplace inspections, identifying potential or current hazards and ensure corrective actions are taken.
- Will be held personally accountable for the health & safety of their area of responsibility, including the degree of information, instruction, training and supervision given to personnel under their control.

Other Duties:

- Carry out all tasks and duties in line with Hilton’s values and brand standards.
- Follow all hotel policies, procedures and guidelines.
- Undertake any reasonable request made by management.

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!

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