Hilton Host - Guest Relations

Role Overview

Hilton is seeking a Guest Relations Host in Taupo, Waikato, New Zealand to serve as the main contact for guests throughout their stay. The role focuses on creating a warm, personalized experience, strengthening guest relationships, and encouraging loyalty through attentive service.

What You’ll Do

• Welcome guests and remain their primary contact during the stay, responding to questions, special requests, and personalized service needs while helping tell the story of the property.
• Consistently check on guest satisfaction and coordinate dining, transport, and room preferences to elevate the overall experience; keep the lobby polished, inviting, and aligned with Hilton’s standard of elegant, warm, professional hosting.
• Provide highly tailored support to VIP and high-profile guests, and identify Hilton Honors members proactively.
• Address concerns quickly and professionally, working with other departments to resolve issues and fulfil guest needs.
• Share guest preferences with relevant teams to ensure seamless service across every touchpoint.
• Gather guest feedback, maintain up-to-date guest profiles, and prepare daily interaction reports to support service improvement.

Qualifications and Core Values

Success in this position is guided by Hilton’s values: a genuine passion for hospitality, acting with integrity, showing leadership, working collaboratively, taking ownership, and moving with urgency and discipline in the moment.

Minimum Requirements

• Prior experience in guest relations, front office, concierge, or executive floor service, ideally in a full-service or luxury hotel environment.
• Strong communication and interpersonal skills, with a consistently guest-focused approach.
• Ability to manage VIP guests and resolve concerns in a calm, proactive, professional manner.
• Working knowledge of hotel PMS systems and luxury hospitality service standards.
• Fluency in English; additional languages are an advantage.
• Availability for rotating shifts, including nights, weekends, and public holidays.
• A positive, proactive attitude and a strong commitment to outstanding guest experiences.

About Hilton

Hilton is a global hospitality company known for creating exceptional guest experiences and fostering a strong workplace culture for team members. The brand has welcomed more than 3 billion guests worldwide and continues to be recognised among the world’s best workplaces. Hilton aims to deliver outstanding stays while supporting employees at every stage of their careers.