Guest Relations Executive

Job Identification: 207654

Job Category: Guest Services, Operations, and Front Office

Job Schedule: Full time

Salary: Competitive

Waldorf Astoria London - Admiralty Arch is seeking a Guest Relations Executive to join the pre-opening team for this highly anticipated new luxury hotel opening later this year. This is a unique opportunity for an experienced luxury hospitality leader to join the founding team and help shape the guest experience at this landmark hotel.

Located at the end of The Mall opposite Buckingham Palace, Waldorf Astoria London - Admiralty Arch will feature 100 elegant rooms and suites and 17,500 square feet of private residences. The hotel will open with two signature restaurants - Coreus by Clare Smyth and Café Boulud by Daniel Boulud - bringing together two of the world's most celebrated Michelin-starred chefs. Guests will also enjoy a world-class spa, state-of-the-art fitness facilities, and a collection of grand event spaces, including a ballroom for up to 320 guests.

Waldorf Astoria Hotels & Resorts is Hilton's flagship luxury brand, known for its timeless elegance, iconic properties, and sincerely elevated service that delivers bespoke, once-in-a-lifetime experiences in the world's most sought-after destinations.

Benefits

• Complimentary, nourishing meals provided while on duty
• Exceptional development programmes, designed to support and accelerate your growth at every stage
• Opportunities to make a meaningful impact through our industry-leading Corporate Responsibility initiatives
• Team Member Travel Programme, offering exclusive discounted stays and 50% off food & beverage
• High street savings through Perks at Work
• 28 days' holiday, including bank holidays, rising to 33 days with length of service

We are looking for hospitality professionals who are passionate about delivering an exceptional five-star guest experience, consistently upholding the world-class service standards recognised by Forbes.

Responsibilities

As Guest Relations Executive, you will deliver highly personalized service to VIP and long-stay guests, thoughtfully anticipating preferences and coordinating seamless experiences. You will act as a trusted liaison between guests and hotel teams, ensuring every interaction reflects discretion, refinement, and excellence.

• Welcome, greet, and escort guests with poise and warmth, ensuring an elegant arrival experience
• Serve as the primary point of contact for VIP guests, discreetly coordinating and communicating preferences across all departments
• Proactively seek guest feedback and respond to enquiries with professionalism, efficiency, and care
• Provide dedicated support to long-stay guests (14 days or longer), fostering familiarity, comfort, and trusted rapport
• Log, manage, and resolve guest concerns promptly, ensuring refined service recovery and guest satisfaction
• Maintain exemplary service standards across Reception, Lobby, Executive Lounge, and assigned guest areas
• Demonstrate in-depth knowledge of hotel facilities and services, offering tailored recommendations and enhancements where appropriate
• Contribute refined ideas for seasonal lobby and reception presentation, enhancing ambience, elegance, and brand presence
• Collaborate with the Guest Relations Manager and wider hotel teams to recognize and reward loyal guests, tailoring gestures to individual preferences within established guidelines
• Maintain strong, respectful working relationships across all departments to ensure seamless service delivery
• Support staffing alignment where required to maintain service excellence during peak operations
• Attend all relevant front-of-house and operational briefings and meetings
• Fully comply with hotel security standards, fire regulations, and health and safety requirements
• Operate front-of-house systems and property management platforms in strict accordance with policies and procedures
• Provide assistance to other departments as operationally required, with flexibility and professionalism

Qualifications

Guest Relations Executives within Hilton's luxury portfolio exemplify discretion, polish, and a guest-first mindset. To succeed in this role, you will demonstrate:

• Exceptional listening skills with the ability to anticipate and respond to discerning guest needs
• Polished interpersonal, communication, and presentation skills
• A calm, resilient, and accountable approach to service delivery
• A genuine commitment to personalized, intuitive, and anticipatory luxury service
• The ability to perform confidently under pressure while maintaining composure
• Flexibility and adaptability across varied guest scenarios and operational needs

It would be advantageous for you to have:

• Previous experience in luxury guest relations, butler service, or a comparable guest-facing role
• A strong passion for creating memorable, bespoke guest experiences
• High levels of IT proficiency and confidence using hotel systems