GUEST RELATIONS MANAGER - CLOUD 9 SKY BAR - Hilton Prague

Award-winning hotel in the heart of Prague

We are Hilton Prague hotel. An ideal location, between the historic Old Town and the business district, combines with great service at Hilton Prague. All of Prague’s major attractions and shopping centers are within easy reach and the airport is just a 25 minute drive away. From delicious cuisine and stylish guest rooms, to our health club and meeting facilities, you’ll find an impressive list of amenities here at the hotel. But just don’t take our word for it – plan your stay and see why we’ve been awarded ‘Best Hotel in the Czech Republic’ for six consecutive years now.

Guest Relations Manager is responsible for coordinating restaurant reservations, managing table allocations and welcoming guests to the restaurant to create a great first impression
• Are you passionate about creating memorable customer experiences?
• Are you a supportive and inclusive team member?
• Do you thrive in a fast-paced environment?
If so, this role is made for you!

KEY RESPONSIBILITIES:
As a Guest Relations Manager, you will:

1. Exceptional Guest Experiences
• Coordinate restaurant reservations made by phone, e-mail, online or in person, making sure that guest queries are handled quickly with great customer service. This includes changes and cancellations.
• Welcome guests to the restaurant to create a great first impression, recognizing repeat guests and their preferences
• Manage seating allocations based on reservations, availability, estimated turnover times and guest requirements
• Keep guests informed of any waiting periods or delays, make sure their needs are met while they wait, and monitor waiting lists so guests are seated as soon as possible
• Escort guests to their seats, making sure their table is set up correctly, and explain the menus, promotions and daily specials
• Check guests’ special requirements and inform the service and culinary teams of any food allergies, dietary requirements or celebrations
• Say goodbye to guests when they leave and check their experiences met expectations. Take action to resolve any issues quickly, with support from your manager when needed
• Support the restaurant leadership team with group inquiries and bookings, including confirming menus and handling -pre-payments

2. Great Working Environment
• Work effectively with the restaurant team to make sure operations run smoothly, contributing to a supportive, inclusive and motivational working environment for all Team Members.

3. Day-To-Day Essentials
• Make sure that you strictly comply with all regulations and standards, including health, safety and hygiene.
• Set up the restaurant reception for service, and make sure guest areas are kept clean and tidy throughout the shift
• Provide additional support to the service teams, when needed
• Make sure that you record any transactions in the POS system accurately at the time of order, that billing is accurate and that cash handling complies with hotel guidelines.
• Give feedback and suggestions to the Restaurant leadership team to improve guest and team member experiences.

We’re looking for someone with a passion for food and beverage. Experience in a signature restaurant would be an advantage.

To be successful in this position you will have:
• Guest focus, maintaining the highest standards of authentic service to create memorable guest experiences every time.
• Excellent communication skills to create connections with diverse customers and share information clearly
• Great teamwork and a positive attitude
• Flexibility and adaptability, able to work effectively in a fast-paced environment while remaining calm and focused under pressure.

You will be also fluent in Czech and English (Czech is must) and comfortable using MS Office. Knowledge of POS systems and restaurant reservations systems would be an advantage.

• A competitive salary and benefits package • Meals on duty, service charge and stylish uniforms • Access to skills development programs and hundreds of courses through Hilton University • Worldwide career opportunities • Industry-leading Team Member travel rates through Go Hilton • Wellbeing initiatives to help you thrive and be your best self • A workplace to be proud of • Opportunities to be recognized for being awesome and doing a great job