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- Tasks: Lead VIP guest experiences and ensure top-notch service in a luxury hotel setting.
- Company: Join Conrad London St. James, a top-rated luxury hotel known for exceptional service.
- Benefits: Enjoy competitive pay, global travel opportunities, meals on duty, and a supportive team environment.
- Why this job: Be part of a dynamic team in a prestigious hotel, enhancing guest experiences and making lasting memories.
- Qualifications: Previous managerial experience in customer service and excellent communication skills are essential.
- Other info: Flexible shift patterns and opportunities for professional growth in a vibrant hospitality environment.
The predicted salary is between 36000 - 60000 £ per year.
Work Locations: Conrad London St. James Hotel, 22-28 Broadway, London SW1H 0BH.
WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS! Conrad London St James is one of Hilton’s three global luxury brands and reflects the bold, inspired and personalised service we offer our guests. The hotel is renowned for its excellent service and is in the top 5% of hotels in London and the Top 10% in the world.
A World of Rewards:
- Competitive
- A global travel program for team members
- Uniforms
- Meals whilst on duty
- To be part of a fabulous team
The hotel located in the heart of Westminster, as well as 256 beautifully appointed bedrooms, offers exciting food and drink concepts, with the standards and luxury service Conrad is famous for:
- The Blue Boar Pub, opened May 2021, which is a contemporary take on a British pub
- The Hedgerow, the hotel’s first cocktail bar, inspired by the beauty of the traditional British countryside
- The Pem, a glamourous and elegant restaurant showcasing classic British cuisine using modern techniques
- The Orchard, for afternoon teas and lighter meals
- The Executive Lounge, an exclusive space dedicated to our most valued guests, providing a higher level of luxury and personalized service
Seven Meetings & Events Spaces are perfectly designed to host a wide range of gatherings and events, each space offers the same commitment to quality, luxury, and service excellence that define Conrad London St. James.
What will I be doing?
- A Senior Guest Relations Manager manages the needs of VIP and long-stay Guests to ensure an exceptional Guest experience.
- Shift patterns are 4 on and 4 off (12 hours shift).
- Meet, greet and direct Guests who enter the lobby area.
- Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements.
- Seek verbal feedback from customers regularly and respond to all Guest queries in a timely and efficient manner.
- Serve as a point of contact for long-stay Guests ensuring they feel comfortable and can ask advice or information from Guest Relations.
- Manage, record and resolve promptly Guest or customer complaints.
- Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge.
- Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate.
- Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty; choose rewards that meet Guest preferences while remaining within the allocated budget.
- Maintain good communication and work relationships in all hotel areas.
- Maintain staffing levels to meet business demands.
- Attend all Front Office meetings and Executive Lounge Meetings.
- Comply with hotel security, fire regulations and all health and safety legislation.
- Act in accordance with policies and procedures when working with front of house equipment and property management systems.
- Assist with other departments, as necessary.
Additional responsibilities:
- Serve as the main trainer for Forbes service standards, ensuring consistent delivery across the team and wider FOH division.
- Lead Health & Safety training initiatives relevant to Guest Relations and Duty Manager responsibilities.
- Own the full Duty Manager training journey, from onboarding to scenario-based upskilling, fostering a confident and proactive approach to guest engagement.
- Be the primary point of contact and operational lead for the hotel’s Fitness Centre and ensure cleanliness, availability, and elevated guest experiences in these spaces.
- Work with relevant teams to track usage, guest feedback, and improvement opportunities.
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.
- Commitment to delivering a high level of customer service.
- Ability to work under pressure.
- Flexibility to respond to a variety of different work situations.
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Previous experience in a customer service function or a similar role.
- A passion for delivering an exceptional level of Guest service.
- High level of IT proficiency.
Travel:
- St James Park Tube Station – District & Circle Line – across the road.
- Westminster Tube Station – Jubilee Line (4 Mins Walk).
- Victoria Station (8 Mins Walk).
- Waterloo Station (10 Mins Walk).
Senior Guest Relations Manager employer: Hilton Worldwide, Inc.
Contact Detail:
Hilton Worldwide, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Guest Relations Manager
✨Tip Number 1
Familiarise yourself with the Conrad London St. James and its unique offerings. Understanding the hotel's services, such as the Executive Lounge and various dining options, will help you engage confidently during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of Hilton or similar luxury hotels. They can provide valuable insights into the company culture and expectations for a Senior Guest Relations Manager, which can give you an edge in your application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've handled VIP guests or resolved customer complaints in previous roles. Highlighting your experience in managing high-pressure situations will showcase your suitability for this position.
✨Tip Number 4
Stay updated on the latest trends in luxury hospitality and guest relations. Being knowledgeable about industry standards and innovations will not only impress your interviewers but also show that you're committed to delivering exceptional service.
We think you need these skills to ace Senior Guest Relations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and managerial roles. Emphasise any previous work with VIP guests or in luxury settings, as this aligns closely with the expectations for a Senior Guest Relations Manager.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering exceptional guest service. Mention specific examples from your past experiences that demonstrate your ability to manage guest relations effectively and handle complaints with professionalism.
Showcase Leadership Skills: Highlight your leadership and interpersonal skills in both your CV and cover letter. Provide examples of how you've successfully led teams or trained staff in customer service standards, as this is crucial for the role.
Research the Company: Familiarise yourself with Conrad London St. James and its unique offerings. Mentioning specific aspects of the hotel in your application can show your genuine interest and understanding of their brand and values.
How to prepare for a job interview at Hilton Worldwide, Inc.
✨Showcase Your Customer Service Skills
As a Senior Guest Relations Manager, your ability to provide exceptional customer service is crucial. Prepare examples from your past experiences where you successfully managed guest expectations or resolved complaints, highlighting your problem-solving skills.
✨Demonstrate Leadership Qualities
This role requires strong leadership and interpersonal skills. Be ready to discuss your previous managerial experiences, focusing on how you motivated your team and maintained high service standards, especially in high-pressure situations.
✨Familiarise Yourself with the Hotel's Offerings
Research Conrad London St. James and its various outlets. Understanding their unique offerings will allow you to speak knowledgeably about how you can enhance the guest experience and identify opportunities for upselling.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle difficult situations. Think of specific instances where you had to manage VIP guests or resolve conflicts, and be prepared to explain your thought process and actions taken.
