Guest Relations Manager

  • Department:
    Front Office
  • Position Commitment:
    Full Time
  • Funding Source:
  • Location/Hotel - click here for more information on the property:
  • Vacancy Reference:
  • Vacancy Start Date:
    27 November 2018
Funding Source:
  • Hilton London Bankside

Opened in October 2015, the vibrant Hilton London Bankside represents the next generation of design-led Hilton Hotels. Each part of the property has been carefully created to reflect the fascinating history and ambiance of the surrounding area, combining the authentic urban grittiness and polished contemporary design.

Set in the heart of Bankside, just steps from some of London’s most famous landmarks such as Tate Modern, Borough Market and The Shard. Hilton London Bankside is home to 292, and one beautiful penthouse apartment, which boasts its own private roof terrace, a 100m2 entertainment area and views across the London skyline.

The hotel also brings a new neighbourhood eatery, the OXBO Bankside Restaurant, to the area, alongside The Distillery, a cool and casual bar. As well as, the breath-taking 570m² ballroom, and stunning event rooms space which can accommodate a variety of events, from small and intimate, to larger-scale, more spectacular celebrations and gala dinners, catering from 8 to 700 guests.

Guest Relations Manager

If you love being part of a lively operation and to be at the forefront of delivering exceptional guest experience, being a Guest Relations Manager at the luxurious 5* Hilton London Bankside could be the perfect role for you!

Being a key part of the Splendid family, all our team members need to be able to promise to:

  • Being the Best;
  • Making Responsible Decisions;
  • Treating others, the Way They Would Like to Be Treated;
  • Continually Challenge Yourself and Each Other.

Position Purpose

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.

Key Responsibilities

  • 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

Person Specification

1. Knowledge, Skills & Abilities

  • Accountable and resilient
  • Flexibility to respond to a variety of different work situations
  • Effective listener who can translate feedback into actions
  • Creative and passionate
  • A high level of emotional intelligence and ability to express empathy

2. Proven Experience/Education Level

  •  A hospitality management degree is an advantage
  •  Experience in a supervisory position in a similar property


At Hilton London Bankside we’ll give you a generous financial and benefits package including hotel discounts worldwide, great training and development opportunities, pension scheme, season ticket loan, meals on duty, access to a wide variety of discount schemes within Splendid Hospitality Group and the chance to work with a great team of people.

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Hilton London Bankside
2-8 Great Suffolk Street, London, United Kingdom, SE1 0UG
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