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Guest Relations Manager

Job Description

Guest Relations Manager, Hilton London Bankside

Our Guest Relations Managers are at the very heart of our operation, providing the magic carpet experience to our guests and adding the special touch for our VIPs, long stay and regular guests.

You will also act as the Duty Manager in the absence of senior management, particularly during nights and weekends.

What We Offer

We want our staff to enjoy coming to work and provide a friendly and supportive environment for you to work in. You’ll develop personally through meeting and working with people from all over the world as we create memorable guest experiences together, and for those keen develop you’ll have the opportunity to explore the business with various career options.

In addition, on offer:

• Hilton Hotel worldwide discounts – rooms from £45 per night with 50% off in Food & Beverage
• Employee Recognition, Rewards and Events
• Recommend a Friend – £350
• Season Tickets Loan
• Cycle to Work Schemes
• Discount Chiropodist & Back therapy in the Hotel
• Guest Experience – complimentary stay in the hotel for you (and guest / family) with free dinner, breakfast and use of pool and gym
• Bespoke Training & Development opportunities – leadership programs, complaint handling, Master Inn Holders etc
• Opportunities to work and support our Local Communities

About Us

Set in one of London’s oldest and most culture-rich parts of the capital, Hilton London Bankside is ideally located just a walk away from some of London’s most famous landmarks including Tate Modern, Shakespeare’s Globe, Borough Market and The Shard.

With a strong focus on design, each part of the property has been carefully created to reflect the fascinating history and ambiance of the surrounding area, combining the authentic Bankside urban grittiness and polished contemporary design.

You will find us very centrally located and within walking distance from several tube stations:

• Southwark tube station – 5-minute walk
• Blackfriars tube station – 5-minute walk
• Waterloo Station – 13-minute walk
• London Bridge tube station – 15-minute walk

Role in our Family

This is a fast paced, busy, buzzing, customer focused environment. You will need strong interpersonal and problem-solving skills, and work as part of a team focused on consistently achieving high standards to meet customers’ expectations.

Key responsibilities to your role:

• 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 guests' queries in a timely and efficient manner
• Manage, record and resolve complaints promptly
• Communicate with the relevant department heads to track and reward regular guests for their loyalty
• Maintain good communication and work relationships in all hotel area
• Comply with hotel security, fire regulations and all health and safety legislation
• Complete the night audit and ensure smooth running of hotel operations overnight

What Happens Next

Does the Guest Relations Manager role suit your skill set? Apply now, this takes second, you’ll just need to provide some contact details along with a CV. Next, we’ll review your details, and if successful we’ll invite you to meet one of the team to learn more about you, your experience and let us tell more about the Splendid Hospitality Group.

The Splendid Hospitality Group is an equal opportunities employer and a disability confident committed employer, committed to hiring a diverse workforce and sustaining an inclusive culture.

Job Type: Full-time

Salary: £30,086.24 per year

Benefits:

• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Referral programme
• Sick pay
• Wellness programme

Schedule:

• 12 hour shift
• Day shift
• Night shift
• Weekend availability

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Education:

• A-Level or equivalent (preferred)

Work Location: In person

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