A Guest Experience 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 Experience 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:

　　Meet, greet and direct Guests who enter the lobby areaServe as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirementsSeek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient mannerServe 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 RelationsManage, record and resolve promptly Guest or customer complaintsEnsure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive LoungeDemonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriateShow creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the GuestCommunicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budgetMaintain good communication and work relationships in all hotel areasMaintain staffing levels to meet business demandsAttend all Reception meetings and Executive Lounge MeetingsComply with hotel security, fire regulations and all health and safety legislationAct in accordance with policies and procedures when working with front of house equipment and property management systemsAssist with other departments, as necessaryWhat are we looking for?

　　Guest Experience 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 functionAn ability to listen and respond to demanding Guest needsExcellent leadership, interpersonal and communication skillsAccountable and resilientCommitment to delivering a high level of customer serviceAbility to work under pressureFlexibility to respond to a variety of different work situationsIt 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 roleA passion for delivering an exceptional level of Guest serviceHigh level of IT proficiencyWhat will it be like to work for Hilton?

　　The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces.

　　We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton Team Member Travel discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!

　　We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of his or her role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

　　Job: Guest Services, Operations, and Front Office

　　Title: Guest Experience Manager - Waldorf Astoria Lusail Doha

　　Location: null

　　Requisition ID: HOT0A8OX

　　EOE/AA/Disabled/Veterans