At a Glance
- Tasks: Manage VIP Guest needs and ensure exceptional experiences for all guests.
- Company: Join Hilton, a globally recognised leader in hospitality.
- Benefits: Competitive salary, free meals, career growth, and discounts on travel.
- Other info: Dynamic work environment with opportunities for personal development and creativity.
- Why this job: Be the key to unforgettable guest experiences and make a real impact.
- Qualifications: Previous managerial experience in customer service and excellent communication skills.
The predicted salary is between 25000 - 25000 € per year.
WELCOME TO A WORLD OF OPPORTUNITIES - No two days or two hotels are the same, but our spirit and passion for hospitality always brings all our teams together to create a culture of inclusiveness, positivity and drive to achieve our common goal: “To share the light and warmth of hospitality”. With amazing training, resources and support from both managers and colleagues, there is always an opportunity to develop and grow.
A WORLD OF REWARDS:
- Salary: £25000
- Smart uniform provided
- Free and healthy meals when on duty
- Grow your Career; your next position could be as a Reception Manager or Assistant Front Office Manager
- Personal Development programmes designed to support you at every step of your career
- A chance to make a difference through our Corporate Responsibility programmes
- Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)
- Team Member Referral Program
- High street discounts with Perks at Work
- Holiday: 28 days including bank holidays (increasing yearly to up to 33 days)
- Discounted dental and health cover
- Free Parking
- Modern and inclusive Team Member’s areas
A Guest Relations Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.
What will I be doing?
As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
- 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 on a regular basis and respond to all Guest queries in a timely and efficient manner
- Serve as a point of contact for long-stay Guests of 14 days or longer 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
- Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
- Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; 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 Reception 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
What are we looking for?
Guest Relations Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
- 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
Want to know more about this job? Contact Francesco directly in our Recruitment Team on Francesco.Simonetti@hilton.com
WHAT MAKES US SPECIAL IS WHO WE ARE, AND WE ARE HILTON! Hospitality Integrity Leadership Teamwork Ownership
Now the most recognized name in the industry, Hilton remains synonymous with the word “hotel.” From inaugural balls and Hollywood awards galas to business events and days to remember, Hilton is where the world makes history, closes the deal, toasts special occasions and gets away from it all.
Guest Relations Manager in London employer: Challenge Page
At Hilton, we pride ourselves on fostering a vibrant and inclusive work culture that empowers our team members to shine in their roles. As a Guest Relations Manager, you will benefit from comprehensive training, career growth opportunities, and a supportive environment that values your contributions. With perks like discounted travel, healthy meals, and a commitment to corporate responsibility, Hilton is not just a workplace; it's a community where you can truly make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Relations Manager in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by researching the hotel’s values and culture. Show how your passion for hospitality aligns with their mission to create exceptional guest experiences.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to customer service. Use real-life examples to demonstrate your skills and how you handle challenging situations.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Guest Relations Manager in London
Some tips for your application 🫡
Show Your Passion for Hospitality:When writing your application, let your love for hospitality shine through! Share experiences that highlight your commitment to providing exceptional service and how you’ve gone the extra mile for guests in the past.
Tailor Your CV and Cover Letter:Make sure to customise your CV and cover letter for the Guest Relations Manager role. Highlight relevant skills and experiences that align with the job description, especially your managerial experience and customer service skills.
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language and avoid jargon. We want to see your personality, so don’t be afraid to let it shine while keeping it professional!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Challenge Page
✨Know Your Guests
Familiarise yourself with the types of VIP guests the hotel typically hosts. Research their preferences and expectations, as this will help you demonstrate your understanding of exceptional guest service during the interview.
✨Showcase Your Leadership Skills
Prepare examples from your previous experience where you successfully led a team or resolved customer complaints. Highlight your ability to maintain high standards under pressure, as this is crucial for a Guest Relations Manager.
✨Communicate Effectively
Practice clear and confident communication. You’ll need to convey information to both guests and team members, so being articulate about your ideas and experiences will set you apart in the interview.
✨Demonstrate Your Passion for Hospitality
Share specific instances that showcase your enthusiasm for providing outstanding guest experiences. Whether it’s a creative idea for enhancing the lobby atmosphere or a memorable interaction with a guest, let your passion shine through.
