Guest Relations Manager

We're looking for an experienced and enthusiastic Guest Services Manager to join our team.

Description

Crimson Hotels is an independent hotel group dedicated to making every travel experience seamless, relaxing, and memorable. Operating under two major brands, Hilton and IHG, offering trusted, world-class service, all our hotels are proudly Green Key Accredited, reflecting our commitment to sustainability.

DoubleTree by Hilton Hotel London - Victoria

is a contemporary 4-star property featuring 251 bedrooms, including 7 elegant suites. Perfectly situated opposite Victoria Station, it offers unmatched access to London's top attractions, from Buckingham Palace and Westminster Abbey to the West End. Terminus Kitchen & Bar serves modern European cuisine, while the stylish bar and lounge provide relaxed spaces to unwind. With its prime central location, the hotel combines comfort, style, and convenience ideal for both business and leisure stays.

Our Values

Wecaredeeply about our people and communities,empowereach other to grow and succeed, embraceinclusivitycreating a welcoming environment for all,innovateto continuously improve, and remainsustainableto protect our future.

Why Join Us?

We believe great people deserve great perks:

• Exclusive hotel discounts within the Crimson Hotel Group
• Staff rate discounts Hilton worldwide
• Extra Day Off for Your Birthday - Because your day matters
• Employee Assistance Programme and wellbeing
• Free refreshments and freshly cooked meals while on duty
• Learning and development opportunities for career progression
• Health Benefit schemes
• Recognition and reward schemes
• Pension Scheme & Life Assurance
• Discounts in our F&B Outlets

We're looking for an experienced and enthusiastic Guest Services Manager to join our team, who will drive high level of service, satisfaction and loyalty among our guests.

Responsible for the Guest Relations department with the support of their Managers, this role will be the main point of contact for guest services and act as the hotel's guest ambassador ensuring the highest of luxury standards are delivered with a feeling of comfort, warmth and friendliness.

The Role

• Drive high levels of service, satisfaction and loyalty amongst guests and be the "go to" department for guests where everything will happen
• Be the proactive point of contact for guests, pre, during and post stay
• Effectively lead the communication pertaining to guests throughout the hotel, liaising professionally and timely with all departments
• Be the caretaker for suite guests, special occasion guests, and long stay guests
• Meet and entertain guests and VIP's, building relationships with them encouraging repeat custom
• Analyse, review and respond to Social Media and guest internal and external feedback platforms within 48 hours in a professional manner and gain an understanding on where and how improvements can be made
• Monitor, communicate and follow-up guest complaints
• To maintain and update guest's history and profiles with accurate information
• Track and drive the hotel's guest return ratio, building a loyalty of guests
• Refresh and drive the VIP programme and standards and constantly review performance of it
• Coordinate and implement the children's and family program across all departments
• Coordinate and implement the guest preferences program across all departments
• Responsible for the look, feel and service of the hotel lobby and library
• Assist Front Office with check-in and check-out during busy periods
• Promote the hotel's facilities to all guests and visitors
• Assist with hotel showarounds

What You'll Bring?

You will have previous experience in a similar role. You are confident working on your own initiative, able to prioritise multiple tasks, and respond flexibly to varying situations and requests. A proactive, can-do attitude, adaptability, and commitment to maintaining the highest standards are essential. You will also demonstrate excellent communication skills in English, a professional, well-presented appearance, and the ability to work collaboratively with colleagues across all departments.

Our team is very diverse. From newcomers making their way to the industry to some of the most experienced professionals in London. We promote a strong culture where quality interactions, excellent service and fun dominate our day to day.

Ready to make a difference? Apply now and let's create meaningful experiences

Eligibility: In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK or must obtain permits to work in the UK prior to application. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

We embrace inclusivity which means creating an environment where we celebrate our differences and everybody's contributions, regardless of age, gender, race, ethnicity, disability, sexual orientation, social background, religion or belief.