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- Tasks: Lead guest relations to ensure a memorable stay from arrival to departure.
- Company: Join Canopy by Hilton London City, part of the innovative 4C Hotel group.
- Benefits: Enjoy discounts, healthcare plans, and continuous learning opportunities.
- Why this job: Be part of a vibrant team aiming for top TripAdvisor rankings in London.
- Qualifications: 2+ years in hospitality with strong PMS knowledge and leadership skills required.
- Other info: Experience the excitement of a new hotel opening this summer!
The predicted salary is between 36000 - 60000 £ per year.
We have an exciting opportunity for an enthusiastic Guest Relations Manager to join the team at Canopy by Hilton London City. Reporting to the Front of House Manager, you will be the main lead in creating a positive stay for our guests from pre-arrival to post-departure. Ideally, you will have a solid understanding of Hilton Brand Standards, Property Management System and will be eager to discover our local neighbourhood, local attractions and have a passion to share your local knowledge with our guests.
You will be in charge of maximising guest satisfaction, measured through our Feedback Surveys, Tripadvisor, and all our external review platforms. This highly rewarding role will fit an individual with a keen eye for guest experience and satisfaction, a real Hospitality Enthusiast who will guide our collaborative team to achieve our goal of being in the top 25 TripAdvisor recommended hotels in London.
- Take ownership of guest experience indicators set by Canopy by Hilton.
- Have extensive experience with Property Management Systems (ONQ experience desirable).
- Action plans should be constantly implemented to guarantee both guest satisfaction and a motivated and encouraged team.
- Express enthusiasm, energy and positive vibes within the organisation and always act according to company ethics and values.
- Coordinate the requirements of VIPs on a daily basis (VIP reports, room inspections, amenities, welcome letters, welcome gifts etc.).
- Be in constant contact with guests to know their level of satisfaction at all times.
- Act upon guest feedback to continuously improve experiences.
- Ensure that guest feedback and preferences are updated in CRM profiles for future reference.
- Promote and nurture positive relationships in the local area strengthening our position in the marketplace.
- Seek opportunities to surprise and delight our guests.
- Be fully knowledgeable of the daily results and events in the hotel (Occupancy, average room rate, TripAdvisor ranking, reviews, groups in house, Media, Influencers and other VIPs).
- Ensure compliance with all standards and procedures including all relevant Brand Standards across the various departments.
- Strive to continually improve guest and employee satisfaction and maximise the financial performance of the department.
- Serve as a role model to always demonstrate appropriate behaviours within the business by leading from the front with a positive can-do attitude.
- Encourage and build mutual trust, respect, and cooperation among team members.
About the candidate: A qualified Guest Relations Manager ideally with experience in Hilton Hotels and at least 2 years experience in a front of house role within an upscale hotel environment. Comprehensive knowledge of PMS is highly desirable. You will be a strong relationship builder and be confident in any decision-making process. You will demonstrate a positive leadership style and creative thinking. You will be an advocate of empowerment and have the ability to motivate the team and develop a strong succession plan.
You will have the ability to communicate internally with relevant departments to ensure the team is set up for success, be able to work under pressure and adapt according to business needs. You will be a dynamic team player with a flexible approach and have experience in managing a team to successfully achieve the hotel's goals. You must have outstanding planning skills and be able to manage multiple projects at once with close attention to detail and willingness to be flexible.
You will enjoy solving problems swiftly with creative solutions, offering advice and recommendations. You will be passionate about providing exceptional customer service, lead by example and be able to create a positive atmosphere for the team. You must have the right to work in the UK to be eligible for this role; documented evidence of eligibility will be required from candidates.
What We Offer our Enthusiasts:
- Employee and Friends & Family rates across Hilton Hotels & 4C Group Hotels worldwide.
- F&B Discounts of up to 50% in our Canopy London City Restaurants & Bars.
- Birthday bonus! £50 or 1 Day Holiday!
- Free Access to Perkbox Platform to enjoy amazing deals and discounts from retail, entertainment, and travel up to 30% & 50%.
- Free medical healthcare plans (Health Cash Plans) give access to free medical care such as Dentist, Optic and Physio.
- Recruit a friend scheme.
- Cycle to work scheme tax-free and Tech scheme.
- Workplace pension scheme.
- Free Access to Hospitality Action services (Financial, legal, and mental health support).
- Free Uniform Provided and Meals.
- Continuous Learning & Development opportunities with the best recognised UK and US institutes such as E-Cornel, LinkedIn Learning and Hilton University.
- Amazing Recognition Awards Program and social events to keep you connected with Canopy London City and our EPIC Team!
If you feel you have all the skills and experience mentioned above, then please apply to join the Canopy by Hilton London City Collaborative! 4C Group is an equal opportunities employer, committed to hiring a diverse workforce and sustaining an inclusive culture.
Contact Detail:
Canopy London Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Relations Manager
✨Tip Number 1
Familiarise yourself with Hilton Brand Standards and the specific values of Canopy by Hilton. Understanding their ethos will help you align your approach to guest relations with their expectations, making you a more attractive candidate.
✨Tip Number 2
Network with current or former employees of Hilton or Canopy by Hilton. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during interviews.
✨Tip Number 3
Stay updated on local attractions and events in London. Being knowledgeable about the area will not only impress your interviewers but also demonstrate your commitment to enhancing the guest experience.
✨Tip Number 4
Prepare examples of how you've successfully handled guest feedback in previous roles. Highlighting your problem-solving skills and ability to improve guest satisfaction will showcase your suitability for the Guest Relations Manager position.
We think you need these skills to ace Guest Relations Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Guest Relations Manager at Canopy by Hilton. Highlight your relevant experience in guest relations and how it aligns with their expectations.
Tailor Your CV: Customise your CV to reflect your experience in hospitality, particularly in front-of-house roles. Emphasise your knowledge of Property Management Systems and any previous work with Hilton or similar upscale hotels.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for guest satisfaction and your understanding of Hilton Brand Standards. Mention specific examples of how you've improved guest experiences in past roles.
Showcase Local Knowledge: Since the role involves sharing local insights with guests, include any relevant knowledge about the local area, attractions, and events in your application. This will demonstrate your enthusiasm for the position and the hotel’s community focus.
How to prepare for a job interview at Canopy London
✨Know Your Brand Standards
Familiarise yourself with Hilton's brand standards and Canopy's unique offerings. Be prepared to discuss how you can uphold these standards and enhance guest experiences based on them.
✨Showcase Local Knowledge
Demonstrate your understanding of the local area and attractions. Share specific examples of how you would recommend these to guests, showing your enthusiasm for the neighbourhood.
✨Emphasise Guest Feedback Handling
Be ready to talk about your experience with guest feedback and how you've used it to improve services in the past. Highlight your proactive approach to ensuring guest satisfaction.
✨Exhibit Leadership Qualities
Discuss your leadership style and how you motivate teams. Provide examples of how you've successfully led a team in a high-pressure environment, focusing on collaboration and positive outcomes.
