Guest Relations Manager
Hilton · Melbourne
About Hilton Melbourne Little Queen Street
Hilton Melbourne Little Queen Street combines old world charm with modern luxuries! This newly opened hotel is located in the heart of the CBD, and features 244 stylish guest rooms, including 10 spacious suites, a restaurant and bar, fully equipped gym and five meeting & event spaces.
About the role
Leading the way with your passion for hospitality and customer service you will be responsible for mentoring and coaching the team of Front Office Agents. You will also manage the shift, ensuring check-in, check-out and related services are provided to guests with exceptional service. Reporting to the Assistant Front Office Manager, you will enjoy working as part of a team in a fast-paced environment, on a rotating shift basis. Your daily duties will include:
Assisting the Assistant Front Office Manager with the management and support of daily Front Office Operations
Manage and support the Front Office team, ensuring that brand standards are met and guest expectations are exceeded
Handle guest requests, inquiries and complaints promptly
Handle any management issues or emergencies that arise, record and resolve as necessary
Assisting with Maintenance and Housekeeping related concerns outside business hours
Assisting with Reservations quality checks and inventory management
Maximise sales revenues through up-selling and marketing programs within the department
Maintain knowledge of hotel products, services, policies and emergency procedures
Ensure your team maintains a professional manner and are up to date with VIP guest movements, hotel events, local attractions and activities
What are we looking for?
A minimum of 1 year experience in a leadership front office role in a similar sized hotel
Fluent in the English and able to communicate professionally with guests and team members, both in person and over the telephone
Excellent leadership, inter-personal, training and development skills
A passion for delivering exceptional guest experiences
Demonstrated ability to resolve problems and conflict, and work efficiently under pressure
Well-presented, organised and calm personality
High level of IT skills, including Excel and Word
- Ability to work around a 7-day week roster including mornings, afternoons, overnights, weekends and public holidays
What will it be like to work for Hilton?
At Hilton we know that our Team Members are the reason behind our success so in turn we are committed to ensuring that Hilton is a workplace where you can Thrive and make time for what matters most. In 2025, Hilton ranked #1 across all industries by the Great Place to Work Institute in Australia and Worldwide. At Hilton, you can also look forward to receiving:
Worldwide travel discounts at unbelievable rates for you and your friends and family!
- $80,228 per year + super + benefits
25% off Food & Beverage in the hotels.
Free access to growth and development opportunities from top class providers; Harvard University and LinkedIn Learning just to name a few
A workplace culture that foster personal wellbeing and gives you free access to Employee Assistance Programs to support your mental and physical wellbeing
Team Member Recognition Programs, including monthly celebrations and quarterly team events.
Hilton's 2030 corporate social responsibility goals, volunteering and community engagement opportunities.