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Guest Relations Manager 

Employer
Hilton Hotels
Location
London, Greater London
Salary
Competitive
Closing date
4 Jul 2022
Guest Relations Manager 

Location:  Hilton Syon Park 

Job title: Guest Relations Manager  

                                       We Are Hilton, We Are Hospitality!!! 

Are you looking for the next step in your career? Come and join the UK’s best Workplace in 2021! 

Hilton Syon Park is set at the edge of the 200-acre Syon Park estate, once the country home of the Duke of Northumberland. 

This luxurious hotel offers 137 rooms over only 3 floors. Each room features marble finishes and balcony or terrace in some of them. 

The property offers a variety of unique outlets. The marvellous Kallima Club Spa, where guest can enjoy a range of beauty treatments as well as as well as a splendid indoor swimming pool, whirlpool spa, sauna, steam room and a full equipped fitness centre. 

The Restaurant “Mood in the Park” offers classic dishes, delicately built and prepared with locally sourced products. The wine and champagne list has been designed to harmonize with the dishes within each menu. A large range of cocktails and soft drinks are also available. 

We are currently looking for a Guest Relations Manager to join our amazing Hilton London Syon Park team in this fantastic property. 

Working at Hilton Hotels you will benefit from: 

Service charge 

Free meals on duty  

Travel and food discounts: - 30 hotel nights from £35 per night plus 50% off F&B (subject to individual outlets) 

Holiday: 28 days including bank holidays (increasing yearly) 

Pension scheme 

Discounted dental and health cover 

High street discounts: with Perks at Work 

Free uniforms  

Grow your career: access to a network of 6500+ hotels across 100+ countries (subject to local right to work rules) 

Personal Development: programmes designed to support your career  

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

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