Guest Relations Manager

Guest Relations Manager (HOT0CEFQ)

Work Locations: Hilton London Kensington Hotel, 179-199 Holland Park Avenue, London W11 4UL.

Summary: A Guest Relations Manager manages the needs of VIP and long stay Guests and informs other Team Members of those needs in order to ensure an exceptional Guest experience.

Core Responsibilities:

• 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 for advice or information from Guest Relations.
• Manage, record and resolve promptly Guest or customer complaints.
• Maintain a very high level of customer service for the Reception, Lobby area and Executive Lounge.
• Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for upselling and promoting when appropriate.
• Show creativity with ideas regarding lobby/reception decoration at suitable seasonal times to enhance the overall image and warmth of the 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.
• Act in accordance with policies and procedures when working with front of house equipment and property management systems.

What We're Looking For:

• Experience using the OnQ Systems.
• Previous managerial experience in a customer service function.
• Ability to listen and respond to demanding Guest needs.
• Excellent leadership, interpersonal and communication skills.
• Accountable and resilient.
• Ability to work under pressure.
• Flexibility to respond to a variety of work situations.

Salary & Benefits:

• Competitive annual salary ranging from £33,400 to £34,400, based on experience.
• Free and healthy meals when on duty.
• Personal Development 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).
• Discounted dental and health cover.
• Free parking where available.
• Guest Experience Day after successfully passing probation.
• Modern and inclusive Team Member's areas.

About Hilton: 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 - that's why at Hilton, Every Job Makes the Stay.