Guest Relations Manager

Description

WELCOME TO A WORLD OF OPPORTUNITIESAT THE WORLD'S #1 BEST WORKPLACE, AWARDED BY GREAT PLACE TO WORK & FORTUNE. - 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. 

 WORLD OF REWARDS

• Yearly salary of £26500
• Free and healthymeals 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 daysincluding bank holidays (increasing yearly to up to 33 days)
• Discounted dental and health cover
• Free Parking
• Free Taxi between 12am and 6am
• Guest Experience Day after successfully passing probation
• Modern and inclusive Team Member’s areas

A Guest Relations Manager manages the needs of All 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?

• Meet, greet and direct Guests who enter the lobby area
• Serve as the main point of contact for All 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
• 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
• Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
• Show 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
• Communicate with the Executive Lounge Team and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget
• Maintain good communication and work relationships in all hotel areas
• Act in accordance with policies and procedures when working with front of house equipment and property management systems

What are we looking for?

• Bubbly positive attitude
• 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
• 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.

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