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- Tasks: Ensure VIP guests have an exceptional experience and manage guest relations effectively.
- Company: Join the UK's #1 Great Place to Work 2025, known for its inclusive culture.
- Benefits: Enjoy competitive pay, free meals, career growth, and amazing discounts.
- Why this job: Be part of a team that creates unforgettable experiences in hospitality.
- Qualifications: Previous managerial experience in customer service and excellent communication skills.
- Other info: Flexible shifts with opportunities for personal development and creativity.
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.
Hourly rate of £13.20 an hour. Please note, this role follows a 4 on, 4 off 12 hour shift pattern (8AM - 8PM).
A WORLD OF REWARDS:
- Incentive scheme
- 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
- Team 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 bank holidays (increasing yearly to up to 33 days)
- Guest Experience Day: 1 night stay with breakfast and dinner
- Modern and inclusive Team Member’s areas
Responsibilities:
- Maintain the needs of VIP and long-stay Guests and inform other Team Members of VIP/long-stay Guest needs to ensure an exceptional Guest experience.
- 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 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.
Qualifications:
- 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 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.
EVERY JOB MAKES THE STAY. At Hilton, It Matters Where You Stay, but The Stay is only one side of the story. We know it takes hundreds of jobs to create unforgettable experiences for our guests – and behind every job, there’s an extraordinary person working to make each Stay magical. That’s why at Hilton, Every Job Makes the Stay.
Guest Relations Manager 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
✨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 might even lead to a referral!
✨Tip Number 2
Prepare for the interview by researching the company culture and values. Show how your passion for hospitality aligns with their mission to create unforgettable guest experiences.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨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. And remember, apply through our website for the best chance!
We think you need these skills to ace Guest Relations Manager
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 guest service and how you embody the spirit of warmth and inclusiveness.
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 ability to handle guest needs.
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 into the right hands and shows your enthusiasm for joining our amazing team at Hilton!
How to prepare for a job interview at Hilton Birmingham Metropole
✨Know Your Guests
Before the interview, research the hotel’s guest demographics and their expectations. Understanding what VIP and long-stay guests typically require will help you demonstrate your ability to cater to their needs effectively.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you successfully handled customer complaints or provided exceptional service. Highlighting your problem-solving skills and resilience will show that you can maintain high standards under pressure.
✨Communicate with Confidence
Practice your communication skills by engaging in mock interviews or discussions. Being articulate and confident in your responses will reflect your interpersonal skills, which are crucial for a Guest Relations Manager.
✨Demonstrate Leadership Qualities
Think of instances where you led a team or took charge of a situation. Discussing your leadership style and how you motivate others will resonate well, as this role requires managing staff and ensuring a cohesive team environment.
