Guest Relations Manager

Hilton

  • South East England
  • £13.87 per hour
  • Permanent
  • Full-time
  • 1 month ago
WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2025, 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.Salary: £13.87 an hour + Sales incentivesA WORLD OF REWARDSSmart uniform providedFree and healthy meals when on dutyGrow your Career your next position could be as a Housekeeping ManagerPersonal Development programmes designed to support you at every step of your careerA chance to make a difference through our Corporate Responsibility programmes – Find out what and how we are doing ( )Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)Team Member Referral ProgramHigh street discounts: with Perks at WorkHoliday: 28 days including bank holidays (increasing yearly to up to 33 days)Discounted dental and health coverFree ParkingAccommodation available with all bills includedGuest Experience Day as part of your inductionModern and inclusive Team Member’s areasWhat 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
  • 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
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
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. That’s why at Hilton, Every Job Makes the Stay.Find out more about all our brands and hotels -

Hilton