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- Tasks: Lead the Front of House Team and ensure VIP guests have an unforgettable experience.
- Company: Join the London Hilton on Park Lane, a five-star luxury hotel in the heart of Mayfair.
- Benefits: Enjoy 28 days paid holiday, exclusive discounts, and free meals on shift.
- Why this job: Be part of a top-rated workplace with exceptional career growth and a vibrant team culture.
- Qualifications: Previous managerial experience in customer service and strong communication skills are essential.
- Other info: Must be eligible to live and work in the UK; documentation required at interview.
The predicted salary is between 28000 - 30000 £ per year.
Guest Experience Manager WELCOME TO A WORLD OF OPPORTUNITIES AT THE WORLD’S #1 BEST WORKPLACE, AWARDED BY GREAT PLACE TO WORK & FORTUNE. A new era begins at the London Hilton on Park Lane. Located in the heart of Mayfair, London Hilton on Park Lane was the first Hilton to open within the UK and is close to all that London has to offer. Soaring high above Park Lane, the hotel is famed for its unparalleled five-star luxury. With 453 spacious guest rooms, including 56 suites and a Presidential Suite, there is something for all. 2023 was the hotel’s 60th anniversary, which has seen the refurbishment of Executive rooms and suites as well as a re-development of the lobby level, including a brand new restaurant and bar. Salary: ranging between £35,000 and £37,500 per year (depending on experience) BENEFITS · 28 days paid holiday increasing with service · Exclusive high-street discounts through Perks at Work portal · Industry-leading Team Member discounts on hotel stays for you, your family and friends · Access to leadership and development programmes through Hilton University · Exceptional Career opportunities and wellbeing programmes to help you thrive in the workplace · Reward programmes, incentives and team member recognition, as well as long service awards · 50% off in Hilton restaurants and bars (subject to individual outlets) · Refer a Friend Scheme · Uniforms provided and laundered complimentary · Free meals on shift What will I be doing? You will join the Front of House Team, in the Executive Lounge area of the hotel Serve as the main point of contact for VIP and long-stay Guests and ensure hotel departments are fully briefed on their requirements Manage, record and resolve promptly Guest or customer complaints Ensure a very high level of customer service is constantly maintained Maintain good communication and work relationships in all hotel areas Maintain staffing levels to meet business demands Comply with hotel security, fire regulations and all health and safety legislation Assist with other departments, as necessary What are we looking for? Previous managerial experience in a customer service function An ability to listen and respond to demanding Guest needs Excellent leadership, interpersonal and communication skills Accountable and resilient Flexibility to respond to a variety of different work situations ELIGIBILITY In line with the Asylum and Immigration Act 1996, all applicants must have the eligibility to live and work in the United Kingdom. Documentation is required at interview stage (for EU Nationals share code requested to check EU Settled/Pre-Settled status)
Guest Experience Manager employer: Hilton Hotels
Contact Detail:
Hilton Hotels Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Experience Manager
✨Tip Number 1
Familiarize yourself with the Hilton brand and its values. Understanding what makes Hilton a leader in hospitality will help you align your experience and skills with their expectations during the interview.
✨Tip Number 2
Highlight your previous managerial experience in customer service roles. Be ready to share specific examples of how you've successfully handled guest complaints and improved customer satisfaction.
✨Tip Number 3
Demonstrate your leadership and communication skills by preparing to discuss how you manage teams and maintain high service standards. Think of scenarios where you effectively resolved conflicts or motivated your team.
✨Tip Number 4
Show your flexibility and adaptability by discussing past experiences where you had to adjust to changing situations. This is crucial in a dynamic environment like a hotel, especially in the Executive Lounge area.
We think you need these skills to ace Guest Experience Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant managerial experience in customer service. Emphasize your leadership skills and any specific achievements that demonstrate your ability to enhance guest experiences.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for hospitality and your understanding of the role. Mention how your previous experiences align with the responsibilities of a Guest Experience Manager and how you can contribute to maintaining high standards of customer service.
Highlight Communication Skills: In both your CV and cover letter, emphasize your excellent interpersonal and communication skills. Provide examples of how you've successfully managed guest complaints or improved customer satisfaction in past roles.
Show Flexibility and Resilience: Demonstrate your flexibility to adapt to various work situations and your resilience in handling challenges. This can be illustrated through specific examples from your previous jobs where you successfully navigated demanding scenarios.
How to prepare for a job interview at Hilton Hotels
✨Showcase Your Customer Service Skills
As a Guest Experience Manager, your ability to provide exceptional customer service is crucial. Prepare specific examples from your past experiences where you successfully managed guest complaints or enhanced the guest experience.
✨Demonstrate Leadership Qualities
Highlight your previous managerial experience by discussing how you've led teams in high-pressure situations. Be ready to share instances where your leadership made a positive impact on team performance and guest satisfaction.
✨Understand the Hotel's Unique Offerings
Familiarize yourself with the London Hilton on Park Lane's history, recent renovations, and unique features. This knowledge will show your genuine interest in the role and help you connect your skills to the hotel's offerings.
✨Prepare for Behavioral Questions
Expect questions that assess your problem-solving abilities and adaptability. Use the STAR method (Situation, Task, Action, Result) to structure your responses, ensuring you convey your thought process clearly.
