WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS! - No two days or two hotels are the same, but our spirit and passion for hospitality always brings all our teams together to create a culture of inclusiveness, positivity and drive to achieve our common goal. “To share the light and warmth of hospitality”. With amazing training, resources and support from both managers and colleagues, there is always an opportunity to develop and grow.  

HOT0AA0E 

Hourly rate of £13.20 an hour

Please note, this role follows a 4 on, 4 off 12 hour shift Pattern (8AM -8PM).

A WORLD OF REWARDS

Incentive scheme

Smart uniform provided and laundered

Free, healthy and high quality meals when on duty

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 – Find out what and how we are doing (https://cr.hilton.com)

Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)

Team Member Referral Program

Discounted dental and health cover

High street discounts: with Perks at Work

Free car park

Subsidised Taxi between 12am and 7am

Holiday: 28 days including bank holidays (increasing yearly to up to 33 days)

Guest Experience Day: 1 night stay with breakfast and dinner

Modern and inclusive Team Member’s areas

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

What will I be doing?

As a Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

Cover Duty Manager shiftsMeet, greet and direct Guests who enter the lobby areaServe as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirementsSeek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient mannerServe 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 RelationsManage, record and resolve promptly Guest or customer complaintsEnsure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive LoungeDemonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriateShow 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 GuestCommunicate 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 budgetMaintain good communication and work relationships in all hotel areasMaintain staffing levels to meet business demandsAttend all Reception meetings and Executive Lounge MeetingsComply with hotel security, fire regulations and all health and safety legislationAct in accordance with policies and procedures when working with front of house equipment and property management systemsAssist with other departments, as necessary

What are we looking for?

Guest Relations 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:

Previous managerial experience in a customer service functionAn ability to listen and respond to demanding Guest needsExcellent leadership, interpersonal and communication skillsAccountable and resilientCommitment to delivering a high level of customer serviceAbility to work under pressureFlexibility to respond to a variety of different work situations

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

Previous experience in a customer service function or a similar roleA passion for delivering an exceptional level of Guest serviceHigh level of IT proficiency

 

EVERY JOB MAKES THE STAY. 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.

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