Guest Relations Manager 

Guest Relations Manager 

Salary: £28,500/year

Hilton London Tower Bridge a fully refurbished contemporary 248 room hotel next to iconic Tower Bridge in the heart of historic London. Its location between the HMS Belfast and the Shard makes it a well-known and ideal accommodation for business travellers and families. The hotel boasts 2 floors of modern meetings and events spaces with views over More London estate. Its main restaurant, called 1751, offers a mixture of modern British and International cuisine. In addition, the Two Ruba bar provides a wide range of sophisticated and expertly crafted cocktails and drinks for the guests. This endeavour for a perfect service makes employment in the hotel an outstanding career opportunity for every hospitality professional who wants to learn new tricks or extend existing skills. 

Since the hotel sits just right next to the London Bridge station, which connects to the London Underground network via Northern and Jubilee Line, and London bus network via several bus routes, it can be reached easily from almost every direction and distance. 

Hilton was voted #1 Great places to work in 2021 with Hilton London Tower Bridge scoring consistently high in guest satisfaction an employee satisfaction surveys in UK & I region. We are all about people and we are serious about taking care of our team members and support their career ambitions in an individualised way. The Hilton London Tower Bridge has a track record in developing people at all levels for longer term careers. We also welcome those that are looking for flexibility around their lives outside of work with flexible hours and a range of contracts to suit. 

 

About the role:

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

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

 

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!