Guest Relations Manager (Manhattan)

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our hotels team, that’s exactly what you’ll do every time you come to work! Overseeing daily restaurant operations to ensure everything runs smoothly and efficiently; you will create a warm and welcoming atmosphere where every guest feels like a VIP. You are responsible for developing a menu that creates unique dining experiences that will leave our guests in awe. As a Guest Relations Manager, you’re not just elevating the dining experience – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

As the Guest Relations Manager, you will be responsible for performing the following tasks to the highest standards:

•  Ensurestreamline communication with the team and guests and achieve consistentresults.
•  To anticipate, in advance, all materials and supplies and ensure theiravailability.
•  To promote teamwork and foster a harmonious working climate.
•  To follow through and constantly update the restaurant/bar guestdatabases to be efficient and consistent in relation to regulars, whiskey clubmembers and VIPs.
•  To ensure all communication with American Whiskey Club Members withregards to enquiries, and monthly reservation updates. 
•  Overview of Menu and EDMs creation for special events
•  Update and maintain guest profile history. This includes keeping trackof Guest birthday, Anniversary to offer to make reservation, if the guestwishes to dine with us.
•  To ensure to keep up to date on Competition analysis by keeping track ofhappening in the city and calling competition on regular basis to update onpromotion and pricing.
•  To take ownership of the Restaurant and Bar areas in all aspects,including taking guests’ orders and the service of Food & Beverageproducts.
•  To take full ownership of any reservation for groups, VIP and media.
•  To ensure proper procedures and maintenance in regard to guests’correspondences, both in terms of inquiries and follow-up.
•  The ability to maintain and update computer files whenever needed,including standardized letters, latest menus, etc.
•  To discuss, in advance, any menu changes or daily specials with staff,ensuring knowledge of each
•  To handle and report any accident immediately, no matter how minor 
•  To recognize and address potential intoxicated disruptive or undesiredguests.
•  To effectively handle guest complaints and report to a manager ofsituation and resolution.
•  To respond properly in any hotel emergency of safety situation.
•  To coordinate and successfully perform the daily secondary duties.
•  To perform other tasks or projects as assigned by hotel management andstaff.
•  To set up a proper procedure and maintenance with regards to par-stocksfor all menus, beverage lists and wine lists.
•  To be fully aware of the reservation procedures and telephone techniquesaccording to the Hilton standards.
•  To ensure that the telephone system is working properly at all times.
•  To respond properly in any hotel emergency of safety situation.
•  To perform other tasks or projects as assigned by the hotel managementand staff.
•  To set up hostesses check lists (daily, weekly and monthly).
•  To create compile and update Manhattan manual training.
•  To ensure stationary cost control.
•  To oversee and coordinate all arrivals and departures of special guests(VIPs, etc)
•  To manage communication between guests and staff.
•  To direct, coach and manage guest relations team to ensure all standardsand operating procedures are adhered to.
•  To appraise team’s performance.
•  To be able to build and keep good relationship to Bar Industry,Suppliers, Etc.
•  To ensure events enquiry and bookings are taken and deal within a giventimeline.
•  To maximize potential revenue for the bar by bringing in events, privatebooking and buy-outs.
•  To examine activities logbook, assign tasks appropriately and implementschedule daily.
•  To work closely hand-in-hand with the Floor Manager to ensure staff wellfare is look into and to ensure that the bar operates at its highest maintaining and following key standards.

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In addition, this role requires the following minimum qualifications:

• Demonstrates initiative, a positive attitude, and a commitment to continuous learning and professional development.
• Ability to adapt to changing operational requirements and perform effectively in a dynamic work environment.
• Ability to work collaboratively with colleagues and contribute to achieving team and operational goals.
• Relevant supervisory or managerial experience in the hospitality industry is preferred.
• Ability to communicate effectively in English, both verbally and in writing, to support guest service and workplace communication.
• Strong leadership, coaching, and team development skills.
• Ability to work flexible or rotating shifts, including weekends and public holidays, based on operational requirements.

How We’ll Help You Thrive

At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:

Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program

Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you covered

*Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.