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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

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 (http://jobs.hiltonworldwide.com/our-brands/index.php) . 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!

Job: Guest Services, Operations, and Front Office

Title: Guest relations and Executive Lounge Supervisor

Location: null

Requisition ID: HOT0CG7G

EOE/AA/Disabled/Veterans