WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS!

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A WORLD OF REWARDS

\n\nCompetitive salary \nSmart uniform provided and laundered\nFree and healthy meals when on duty\nGrow your Career !\nPersonal Development programmes designed to support you at every step of your career \nA chance to make a difference through our Corporate Responsibility programmes – Find out what and how we are doing (https://cr.hilton.com)\nTeam Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)\nTeam Member Referral Program\nHigh street discounts: with Perks at Work\nHoliday: 28 days including bank holidays (increasing yearly to up to 33 days)\nDiscounted dental and health cover\nSubsidised Taxi Scheme\nModern and inclusive Team Member’s areas\n\n

 

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A Guest Experience Manager manages the needs of Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience. The Guest Experience Manager will perform Duty Manager shifts on a regular basis.

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What will I be doing?

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A Guest Experience Manager is responsible for delivering an excellent Guest experience. As part of the role you must perform the following tasks to the highest standards:

\n\nMeet, greet and direct Guests who enter the lobby area\nServe as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements\nSeek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner\nServe 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\nManage, record and resolve promptly Guest or customer complaints\nEnsure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge\nDemonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate\nShow creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest\nCommunicate 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\nMaintain good communication and work relationships in all hotel areas\nMaintain staffing levels to meet business demands\nAttend all Reception meetings and Executive Lounge Meetings\nComply with hotel security, fire regulations and all health and safety legislation\nAct in accordance with policies and procedures when working with front of house equipment and property management systems\nAssist with other departments, as necessary\n\n

What are we looking for?

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Guest Experience Manager 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:

\n\nPrevious managerial experience in a customer service function\nAn ability to listen and respond to demanding Guest needs\nExcellent leadership, interpersonal and communication skills\nAccountable and resilient\nCommitment to delivering a high level of customer service\nAbility to work under pressure\nFlexibility to respond to a variety of different work situations\n\n

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

\n\nPrevious experience in a customer service function or a similar role\nA passion for delivering an exceptional level of Guest service\nHigh level of IT proficiency\n\n

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EVERY JOB MAKES THE STAY.

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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.

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Find out more about all our brands and hotels - Hilton Brands | Global Hospitality Company

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