Guest Relations Manager

Job Description - Guest Relations Manager (HOT0B717)

Job Number:

HOT0B717

Work Locations

Hilton London Tower Bridge Hotel 5 More London Place, Tooley Street London SE1 2BY

WELCOME TO A WORLD OF OPPORTUNITIES AT THE WORLD'S #2 BEST WORKPLACE, AWARDED BY GREAT PLACE TO WORK & FORTUNE.

The Hilton London Tower Bridge is a fully refurbished contemporary 248 room hotel, ideally located for business travellers and families. The hotel boasts 2 floors of modern meetings and events spaces, a main restaurant offering a mixture of modern British and International cuisine, and the Two Ruba bar providing a wide range of sophisticated cocktails and drinks. This endeavour for perfect service makes employment in the hotel an outstanding career opportunity for hospitality professionals.

A WORLD OF REWARDS

• Yearly salary: £31,569
• Free and healthy 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
• Team Member Referral Program
• High street discounts: with Perks at Work
• Holiday: 28 days including bank holidays (increasing yearly to up to 33 days)
• Guest Experience Day after successfully passing probation
• Modern and inclusive Team Member’s areas

What will I be doing?

A Guest Relations Manager manages the needs of VIP and long-stay Guests to ensure an exceptional Guest experience.

• 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 regularly and respond to all Guest queries in a timely and efficient manner
• Serve as a point of contact for long-stay Guests 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 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
• Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty
• Maintain good communication and work relationships in all hotel areas
• Maintain staffing levels to meet business demands
• Attend all Front Office 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?

• 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 for you to demonstrate the following capabilities:

• 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.

Job:

Guest Services, Operations, and Front Office