Guest Relations Manager

Hilton Worldwide, Inc.; United Kingdom; On-site; GBP 30,000 - GBP 45,000; Full time

Job summary

A leading hotel chain in the UK is seeking a Guest Relations Manager to oversee VIP Guests' needs and ensure exceptional experiences. The ideal candidate will possess strong management and communication skills, with a solid background in customer service. Responsibilities include managing complaints, seeking customer feedback, and maintaining high service standards across Reception and the Executive Lounge. This role offers benefits like discounted hotel stays, career development programs, and a welcoming work environment.

Benefits

Smart uniform provided

Free and healthy meals when on duty

Personal Development programmes

Discounted hotel nights

50% off Food and Beverages

High street discounts

28 days holiday including bank holidays

Discounted dental and health cover

Free Parking

Accommodation available with all bills included

Guest Experience Day during induction

Modern Team Member’s areas

Qualifications

• 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.

Responsibilities

• Manage the needs of VIP Guests and inform Team Members of VIP needs.
• Serve as the main point of contact for VIP Guests.
• Seek verbal feedback from customers regularly.
• Manage and resolve Guest or customer complaints promptly.
• Ensure a high level of customer service for Reception and Lobby area.
• Communicate with the Executive Lounge Manager about Guest loyalty.

Skills

Previous managerial experience in a customer service function

Excellent leadership

Excellent interpersonal skills

Excellent communication skills

Ability to listen and respond to demanding Guest needs

Accountable and resilient

Flexibility to respond to a variety of different work situations

Commitment to delivering a high level of customer service

Ability to work under pressure

Job description

Job Description - Guest Relations Manager (HOT0C8OV)

Job Description

Guest Relations Manager (HOT0C8OV)

Work Locations

Hilton Cobham Seven Hills Road South Cobham KT11 1EW

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

A WORLD OF REWARDS

Smart uniform provided

Free and healthy 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

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

Accommodation available with all bills included

Guest Experience Day as part of your induction

Modern and inclusive Team Member’s areas

What will I be doing?

As 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:

• 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 advice or information from Guest Relations
• Manage, record and resolve promptly Guest or customer complaints
• Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge
• 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

What are we looking for?

Guest Relations Managers 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 function
• An 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

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.

Job

Guest Services, Operations, and Front Office