Guest Relations Manager (Waldorf Astoria Minsk)

The Guest Relations Manager position is open for a new Waldorf Astoria hotel in Minsk.

Waldorf Astoria - the first international luxury Hotel in Belarus, situated in a prime city center location in Minsk, near the main city attractions and benefiting from an extensive river frontage. Splendid combination of main historical and newfangled recreations area in neighborhood.

A Guest Relations Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.

What will I be doing?

As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Act as the property’s Guest Relations Manager, representing management in resolving guest-related issues while ensuring the highest standards of hospitality and sincerely elegant service are provided
• Be the brand ambassador, embody its values, serve as a role model for all team members, and ensure a positive guest experience that encourages repeat visits
• Collect and analyzing guest feedback to enhance service quality
• Coordinate the activities of the hotel departments to ensure a high level of service quality
• Provide comprehensive training and fostering motivation to cultivate a team committed to exceptional service standards
• Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
• Manage, record and resolve promptly Guest or customer complaints
• Ensure a very high level of customer service is constantly maintained for Reception and Lobby area
• Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate

What are we looking for?

Guest Relations Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Previous managerial experience in a customer service function
• An ability to listen and respond to demanding Guest needs
• Excellent leadership, interpersonal and communication skills
• Accountable and resilient
• Commitment to delivering a high level of customer service
• Ability to work under pressure
• Flexibility to respond to a variety of different work situations

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in a customer service function or a similar role
• A passion for delivering an exceptional level of Guest service
• High level of IT proficiency

We are offering the following benefits to a successful candidate:

• Competitive salary
• Voluntary medical insurance
• Training and Development opportunities
• Corporate Travel Program

Please indicate the desired level of compensation in your cover letter.

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