Supervisor - Guest Relations at Hilton Worldwide

Job Number: 21018052
Location: Marriott Hotel - Ikeja, Lagos
Job Category: Rooms & Guest Services Operations
Brand: Marriott Hotels Resorts
Schedule: Full-Time
Position Type: Non-Management

Job Summary

• Respond to any questions from guests, and follow up with guests to ensure their requests have been met to their satisfaction.
• Take and confirm reservations and cancellations. Supply guests with information regarding property amenities, services, room features, and local areas of interest and activities.
• Respond to guest requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment / sporting events, shopping) by making arrangements or identifying appropriate providers.
• Contact appropriate individual or department as necessary to resolve guest requests.
• Collaborate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
• Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and / or cost-savings.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.