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- Tasks: Be the magic touch for our guests and manage VIP experiences.
- Company: Join Hilton London Bankside, a design-led hotel in a vibrant cultural hub.
- Benefits: Enjoy discounts, complimentary stays, and bespoke training opportunities.
- Why this job: Work in a buzzing environment while creating memorable experiences for guests.
- Qualifications: Strong interpersonal skills and a passion for customer service are essential.
- Other info: Opportunity to grow within a supportive team and explore various career paths.
The predicted salary is between 36000 - 60000 £ per year.
Opened in October 2015, Hilton London Bankside represents the next generation of design-led Hilton Hotels. Each part of the property has been carefully created to reflect the fascinating history and ambiance of the surrounding area, combining the authentic urban grittiness and polished contemporary design.
Set in the heart of Bankside, just steps from some of London's most famous landmarks such as Tate Modern, Borough Market and The Shard, Hilton London Bankside is home to 292 stunning guest rooms including 25 bespoke suites which offer breathtaking views of the city skyline. In addition, the hotel brings a new neighbourhood eatery, OXBO Bankside to the area, alongside The Distillery, a cool and casual bar. The hotel also features Bankside's largest and most exquisite Ballroom accommodating up to 700 guests theatre style or 500 in a banquet setting.
Our Guest Relations Managers are at the very heart of our operation, providing the magic carpet experience to our guests and adding the special touch for our VIPs, long stay and regular guests. You will also act as the Duty Manager in the absence of senior management, particularly during nights and weekends.
What We Offer:
- Hilton Hotel worldwide discounts rooms from £45 per night with 50% off in Food & Beverage
- Employee Recognition, Rewards and Events
- Recommend a Friend £350
- Season Tickets Loan
- Cycle to Work Schemes
- Discount Chiropodist & Back therapy in the Hotel
- Guest Experience complimentary stay in the hotel for you (and guest / family) with free dinner, breakfast and use of pool and gym
- Bespoke Training & Development opportunities leadership programs, complaint handling, Master Innholders, etc
- Opportunities to work and support our Local Communities
This is a fast paced, busy, buzzing, customer focused environment. You will need strong interpersonal and problem-solving skills, and work as part of a team focused on consistently achieving high standards to meet customers expectations.
Key responsibilities to your role:
- 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 guests' queries in a timely and efficient manner
- Manage, record and resolve complaints promptly
- Communicate with the relevant department heads to track and reward regular guests for their loyalty
- Maintain good communication and work relationships in all hotel areas
- Comply with hotel security, fire regulations and all health and safety legislation
- Complete the night audit and ensure smooth running of hotel operations overnight
The Splendid Hospitality Group is an equal opportunities employer and a disability confident committed employer, committed to hiring a diverse workforce and sustaining an inclusive culture.
Guest Relations Manager employer: Hilton London Bankside
Contact Detail:
Hilton London Bankside Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Relations Manager
✨Tip Number 1
Familiarise yourself with Hilton London Bankside's unique offerings and local attractions. Knowing the hotel’s features, like the Bankside Ballroom and nearby landmarks, will help you engage in meaningful conversations during interviews.
✨Tip Number 2
Showcase your interpersonal skills by preparing examples of how you've successfully handled guest relations in previous roles. Highlighting specific instances where you resolved complaints or enhanced guest experiences can set you apart.
✨Tip Number 3
Network with current or former employees of Hilton London Bankside. They can provide insights into the company culture and expectations, which can be invaluable when tailoring your approach during the interview process.
✨Tip Number 4
Demonstrate your commitment to personal development by researching Hilton's training and development opportunities. Expressing your eagerness to grow within the company can resonate well with hiring managers.
We think you need these skills to ace Guest Relations Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Guest Relations Manager. Highlight your relevant experience in customer service and problem-solving skills in your application.
Tailor Your CV: Customise your CV to reflect the specific skills and experiences that align with the job description. Emphasise your interpersonal skills and any previous roles where you managed guest relations or complaints.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for hospitality and your understanding of the Hilton London Bankside's unique environment. Mention how you can contribute to creating memorable guest experiences.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial in the hospitality industry.
How to prepare for a job interview at Hilton London Bankside
✨Know the Hotel's Unique Features
Familiarise yourself with Hilton London Bankside's design and amenities. Understanding the hotel's unique offerings, like its proximity to landmarks and the features of the Bankside Ballroom, will help you demonstrate your enthusiasm and fit for the role.
✨Showcase Your Interpersonal Skills
As a Guest Relations Manager, strong interpersonal skills are crucial. Prepare examples from your past experiences where you've successfully managed guest relations or resolved complaints, highlighting your ability to create memorable experiences.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you had to handle difficult guests or unexpected situations, and be ready to explain how you approached these challenges effectively.
✨Express Your Passion for Customer Service
Convey your genuine passion for providing excellent customer service. Share stories that illustrate your commitment to going above and beyond for guests, as this aligns perfectly with the hotel's mission to create magical experiences.
