At a Glance
- Tasks: Manage VIP Guest needs and ensure exceptional experiences at our hotel.
- Company: Join the UK's #1 Great Place to Work 2026, known for its inclusive culture.
- Benefits: Competitive salary, free meals, career growth, and high street discounts.
- Other info: Dynamic environment with opportunities for personal development and team bonding.
- Why this job: Make a real impact on guest experiences and develop your hospitality career.
- Qualifications: Previous managerial experience in customer service and excellent communication skills.
The predicted salary is between 30000 - 32000 € per year.
WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK's #1 GREAT PLACE TO WORK 2026, 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.
A WORLD OF REWARDS:
- Competitive annual salary ranging from £30,000 to £32,000 based on experience plus incentives
- 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
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
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.
Guest Relations Manager employer: Hilton London Syon Park
Join Hilton, the UK's #1 Great Place to Work 2026, where our vibrant culture of inclusiveness and positivity empowers you to thrive as a Guest Relations Manager. With competitive salaries, extensive personal development programmes, and unique benefits like discounted hotel stays and healthy meals, we are dedicated to fostering your career growth while ensuring you make a meaningful impact in the world of hospitality.
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 in the hospitality industry, especially those who have worked as Guest Relations Managers. They can provide insider tips and might even refer you for the role.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and guest relations. Think about your past experiences and how they align with the skills needed for this role. We want you to shine!
✨Tip Number 3
Showcase your passion for hospitality during interviews. Share stories that highlight your commitment to exceptional guest service and how you've gone above and beyond in previous roles. Let your enthusiasm for the industry come through!
✨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 take the initiative to connect directly with us.
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 specific experiences that highlight your commitment to providing exceptional guest service. We want to see how you can bring warmth and positivity to our team.
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 match the job description. We appreciate when candidates take the time to align their application with what we’re looking for!
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language and avoid jargon. We value clarity, so make it easy for us to see why you’d be a great fit for our team!
Apply Through Our Website:Don’t forget to apply 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 – just follow the prompts and you’ll be on your way to joining our amazing team!
How to prepare for a job interview at Hilton London Syon Park
✨Know Your Guests
Before the interview, research the hotel and its guest demographics. Understand what VIP guests expect and how the hotel caters to their needs. This will help you demonstrate your knowledge and show that you're ready to enhance the guest experience.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you went above and beyond for a customer. Highlight your ability to handle complaints and provide exceptional service, as this role is all about creating memorable experiences for guests.
✨Demonstrate Leadership Qualities
As a Guest Relations Manager, you'll need to lead by example. Be ready to discuss your previous managerial experiences and how you've motivated your team. Share specific instances where your leadership made a positive impact on guest satisfaction.
✨Be Creative and Proactive
Think of innovative ideas for enhancing the lobby and reception areas. During the interview, share your thoughts on seasonal decorations or guest engagement activities. This shows your passion for hospitality and your commitment to making every stay special.
