- Job Title: Guest Relations Manager
- Job ID: HOT0BW4Y
- Location: Ikeja, Lagos
- Employment Type: Full-time
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About Hilton Worldwide
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has delivered the finest in accommodations, service, amenities, and value to business and leisure travelers. Guided by our vision “to fill the earth with the light and warmth of hospitality,” we are united as a team to create remarkable experiences every day. Our amazing Team Members are at the heart of it all.
About the Role
We are seeking a Guest Relations Manager to oversee the needs of VIP and long-stay guests while ensuring all departments deliver exceptional guest experiences. The role requires a highly motivated professional who can manage first impressions, resolve guest issues, and build strong relationships that drive loyalty and satisfaction.
Specific Responsibilities for the Role
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Meet, greet, and direct Guests in the lobby area, ensuring a warm welcome.
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Serve as the main point of contact for VIP and long-stay Guests, ensuring their needs are met.
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Seek regular verbal feedback and respond promptly to all Guest queries.
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Manage, record, and resolve Guest complaints efficiently.
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Maintain consistently high levels of customer service in the reception and lobby area.
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Demonstrate thorough knowledge of hotel services and identify opportunities for upselling.
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Suggest creative lobby/reception enhancements during seasonal events to elevate guest experience.
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Communicate with managers and track/reward loyal Guests within budget.
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Maintain effective communication across departments and foster strong working relationships.
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Ensure staffing levels meet business demands while supporting cross-departmental needs.
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Attend all reception meetings and comply with health, safety, fire, and security regulations.
Be Part of an Extraordinary Story
At Hilton, we believe in creating memorable moments that go beyond service. As Guest Relations Manager, you will:
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Play a key role in shaping the first impressions of our valued guests.
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Build long-term loyalty through personalized guest engagement.
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Gain leadership experience in a world-class hospitality brand.
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Work in an environment where innovation, teamwork, and passion drive success.
Qualifications
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Previous managerial experience in customer service is required.
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Strong ability to listen and respond to demanding Guest needs.
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Excellent leadership, interpersonal, and communication skills.
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Resilient, accountable, and committed to exceptional customer service.
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Ability to work under pressure and adapt to different situations.
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Flexibility to meet operational needs across diverse work scenarios.
Preferred Qualifications:
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Previous experience in a customer service or guest relations role.
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Demonstrated passion for delivering exceptional guest service.
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High level of IT proficiency.
Application Closing Date
30th September, 2025
