Guest Relations Manager

Exceptional Hospitality Starts with You

As our Guest Relations Manager, you’ll lead from the front to create personalised and memorable guest experiences. You’ll build genuine connections with our guests, anticipate their needs, manage special requests and service recovery, and ensure every guest feels recognised and valued. You’ll also inspire and support our Front Office team, working closely with departments across the hotel to deliver a seamless guest journey and bring the light and warmth of Hilton hospitality to life, every guest, every time.

Discover Your Next Destination

Located in the heart of Perth's CBD, Hilton Perth combines contemporary elegance with warm hospitality. Just moments from Elizabeth Quay, Brookfield Place, and the city's premier business and entertainment precincts, the hotel offers exceptional dining experiences, stylish accommodation, and outstanding service. As part of Hilton's flagship hotel in Western Australia, you'll have the opportunity to build a rewarding career while creating memorable experiences for our guests every day.

A World of Rewards

• Enjoy the convenience of a fully provided and laundered uniform 
• Complimentary fresh and healthy meals while on duty
• Personalised development with support from our on-site Learning & Development Manager, plus global career opportunities across Hilton.
• Make a meaningful impact through our award-winning Corporate Responsibility programmes – learn more (Responsible Business | Travel with Purpose | Hilton TWP)
• Go Hilton Team Member Travel Program – enjoy heavily discounted hotel stays from as little as $70 per night across the globehttps://travelwithpurpose.hilton.com/responsible-business/
• Fitness Passport - access a wide network of gyms and fitness centres
• Up to 25% off Food & Beverage across participating outlets
• Year-round recognition programmes celebrating your contributions and achievements
• Wellbeing initiatives to support your mental and physical health

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:

• A minimum of 12 months of full Australian working rights (sponsorship is not offered)
• Be physically based in the Perth Metropolitan Area or willing to relocate (no relocation allowance is offered)
• Previous experience in Guest Relations, Front Office or a similar leadership role, ideally within a 4 or 5-star hotel environment.
• Strong leadership skills with the ability to coach, support and inspire a team to deliver exceptional guest experiences
• Excellent communication and interpersonal skills, with a natural ability to build genuine connections with guests and Team Members.
• Skilled in handling VIP guests and resolving issues professionally and proactively.
• Familiarity with hotel PMS and luxury service standards.
• Fluent in English; additional languages are a plus.
• Available to work varied shifts, including nights, weekends, and holidays.
• Above all, a genuine passion for hospitality and creating memorable experiences for every guests.

Here’s what you’ll do during a typical day:

• Guest Experience & Engagement:  Lead the guest experience by creating genuine connections, anticipating needs and ensuring every guest feels recognised, valued and cared for.

• Service Excellence:  Drive exceptional service standards across the Front Office, ensuring personalised and seamless experiences throughout the guest journey.

• VIP & Hilton Honors Recognition:  Personally welcome and engage with VIPs, Hilton Honors members and returning guests, ensuring preferences, benefits and special occasions are thoughtfully managed.

• Guest Relations & Service Recovery: Take ownership of guest concerns and feedback, resolving issues confidently and empowering the team to deliver effective service recovery.

• Problem Solving:  Resolve guest concerns professionally and efficiently. Collaborate with departments to fulfill guest needs promptly.

• Team Leadership: Lead by example on the hotel floor, supporting, coaching and motivating Team Members to consistently deliver exceptional Hilton hospitality.

• Cross-Departmental Coordination:  Communicate guest preferences to relevant teams. Ensure smooth service delivery across all touchpoints.

• Guest Feedback & Reporting:  Monitor guest feedback and identify opportunities to enhance service, strengthen guest loyalty and continuously improve the overall guest experience.