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- Tasks: Manage VIP Guest needs and ensure exceptional experiences at our hotel.
- Company: Join Hilton, the UK's #1 Great Place to Work 2025!
- Benefits: Competitive hourly rate, free meals, personal development programmes, and discounts.
- Why this job: Be the face of hospitality and create memorable experiences for guests.
- Qualifications: Previous managerial experience in customer service and excellent communication skills.
- Other info: Dynamic work environment with opportunities for career growth and creativity.
The predicted salary is between 11 - 16 £ per hour.
WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK's #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS! 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.
As a 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 must perform the following tasks to the highest standards:
- Cover Duty Manager shifts
- 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?
- 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
- 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
Benefits and Compensation:
- Hourly rate of £13.20 an hour
- Smart uniform provided and laundered
- Free, healthy and high quality meals when on duty
- Grow your Career – Personal Development programmes designed to support you at every step of your career
- A chance to make a difference through our Corporate Responsibility programmes
- Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)
- Team Member Referral Program
- Discounted dental and health cover
- High street discounts: with Perks at Work
- Free car park
- Subsidised Taxi between 12am and 7am
- Holiday: 28 days including
Guest Relations Manager in Belsize Park employer: Hilton Birmingham Metropole
Contact Detail:
Hilton Birmingham Metropole Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Relations Manager in Belsize Park
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry and let them know you're on the lookout for a Guest Relations Manager role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to guest service and management. We recommend role-playing with a friend or using online resources to get comfortable with articulating your experience and passion for hospitality.
✨Tip Number 3
Showcase your personality! When you meet potential employers, let your enthusiasm for guest relations shine through. Share stories that highlight your ability to handle VIP guests and resolve complaints effectively – it’s all about making a memorable impression.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand. Let’s get you that dream job!
We think you need these skills to ace Guest Relations Manager in Belsize Park
Some tips for your application 🫡
Show Your Passion for Hospitality: When writing your application, let your love for hospitality shine through! Share specific experiences where you went above and beyond for guests. We want to see that you truly care about creating memorable experiences.
Tailor Your Application: Make sure to customise your application to highlight how your skills match the Guest Relations Manager role. Use keywords from the job description to show us you understand what we're looking for and how you fit in.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid fluff and focus on your relevant experience and achievements. This helps us quickly see why you’d be a great fit!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Hilton Birmingham Metropole
✨Know Your Guests
Before the interview, research Hilton's approach to guest relations and their values. Understand what makes a VIP experience exceptional and be ready to discuss how you would enhance that experience for guests.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or resolved customer complaints. Highlight your ability to listen and respond to demanding guest needs, as this is crucial for the role.
✨Demonstrate Flexibility
Be ready to discuss how you handle pressure and adapt to different situations. Share specific instances where you've had to think on your feet or adjust your approach to meet guest expectations.
✨Bring Creative Ideas
Think about how you can contribute to the hotel's atmosphere, especially in areas like lobby decoration. Prepare a few creative ideas that align with seasonal themes and show your passion for enhancing the guest experience.
