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GEX - Gerente de Experiência do Cliente
The Guest Relations Manager is responsible for leading and overseeing the overall guest experience within the hotel, ensuring that every guest interaction reflects the highest service standards and brand values of Hilton.
This role requires a highly visible leadership presence in the hotel, combining operational supervision, team management, and direct guest engagement. The Guest Relations Manager acts as the key link between guests, operational departments, and senior management, ensuring seamless service delivery and immediate resolution of any issues that may impact guest satisfaction. The role requires constant visibility, emotional resilience, and the ability to remain calm and solution-oriented under pressure.The position carries significant responsibility, as it involves frequent direct contact with VIP guests, handling complex guest complaints, and maintaining consistently high quality standards while coordinating multiple teams simultaneously.
Key Responsibilities
-Lead, motivate, and develop the Guest Relations Team, Guest Service (Telephone Operators), and Concierge Team, ensuring alignment with the hotel’s service culture and brand standards.
-Organize daily briefings, coaching sessions, and performance follow-ups and evaluations (PDR) to maintain operational excellence.
-Support team members in challenging guest interactions and provide guidance in complex situations. Apply structured service recovery models and brand guidelines to ensure fair, effective, and timely resolution.
-Act as the main point of contact for VIP guests, returning guests, and high-profile clients.
-Ensure personalized recognition, special arrangements, and tailored experiences throughout the guest journey.
-Handle guest complaints and service recovery with professionalism, empathy, and efficiency, transforming negative experiences into positive outcomes whenever possible.
-Maintain a strong presence in the lobby and public areas to engage directly with guests and anticipate their need.
-Work closely with the hotel’s management team to identify opportunities to elevate the guest experience.
-Lead or participate in cross-departmental projects aimed at improving service quality, operational efficiency, and guest engagement.
-Provide insights and reports on guest trends, feedback, and operational challenges to support decision-making.
