Guest Relations and Duty Manager (HOT0CKEC) Job Overview: Guest Relations and Duty Manager manages the needs of VIP and long‑stay guests and ensures an exceptional Guest experience by coordinating with all hotel departments. Responsibilities Meet, greet, and direct guests who enter the lobby area Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on their requirements Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner Serve as a point of contact for long‑stay guests of 14 days or longer, ensuring they feel comfortable and can ask advice or information from Guest Relations Manage, record, and resolve promptly Guest or customer complaints Maintain a very high level of customer service for Reception, Lobby area and Executive Lounge Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up‑selling and promoting when appropriate Show creativity with ideas regarding lobby/reception decoration at suitable seasonal periods to enhance the overall image and warmth of this area for the Guest Communicate with the Executive Lounge Manager and track and reward regular guests for their loyalty and creativity; choose rewards that match Guest preferences while staying within the allocated budget Maintain good communication and work relationships in all hotel areas Maintain staffing levels to meet business demands Attend all Reception meetings and Executive Lounge Meetings Comply with hotel security, fire regulations, and all health and safety legislation Act in accordance with policies and procedures when working with front‑of‑house equipment and property management systems Assist with other departments, as necessary Qualifications Previous managerial experience in a customer service function 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 Previous experience in a customer service function or a similar role (advantageous) A passion for delivering an exceptional level of Guest service (advantageous) High level of IT proficiency (advantageous) Work Locations Hilton Rome Eur La Lama, Viale Europa 287, Rome 144 Schedule Full-time Brand Hilton Hotels & Resorts #J-18808-Ljbffr