VIP Guest Experience Manager

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

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.