Guest Relations Manager

Job Description - Guest Relations Manager (HOT0CI8M)

Job Number: HOT0CI8M

Work Locations

Hilton Cambridge City Centre, 20 Downing Street, Cambridge, CB2 3DT

What will I be doing?

• 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 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 guest or customer complaints promptly.
• Ensure a very high level of customer service is constantly 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 upselling and promoting when appropriate.
• Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods to enhance the overall image and warmth of the area for guests.
• Communicate with the Executive Lounge Manager and track and reward regular guests for their loyalty and creativity, choosing rewards that meet guest preferences while remaining within the allocated budget.
• Maintain good communication and work relationships in all hotel areas.
• Maintain staffing levels to meet business demands.
• Attend all reception 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.
• 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.

Advantageous capabilities and distinctions:

• Previous experience in a customer service function or a similar role.
• Passion for delivering an exceptional level of guest service.
• High level of IT proficiency.

Benefits

• Competitive salary.
• Free healthy meals when on duty.
• Opportunities to 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.
• High street discounts via Perks at Work.
• Holiday: 28 days including bank holidays (increasing yearly up to 33 days).
• Discounted dental and health cover.
• Subsidised taxi scheme.
• Guest Experience Day after successfully passing probation.
• Modern and inclusive team member areas.

Job

Guest Services, Operations, and Front Office.