Guest Relations Manager

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  • Department:
    Front Office
  • Position Commitment:
    Full Time
  • Funding Source:
  • Location/Hotel - click here for more information on the property:
  • Vacancy Reference:
    1198
  • Vacancy Start Date:
    12 December 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

  • Guest Relations Manager, manages the needs of the VIP’s, long staying guests, regulars and other guests alike. Any guest needs or feedback will be handled by the Guest Relations Manager in an effective manner and solved in the best interested of guest and the company.
  • This position also acts as Duty Manager and senior manager in the absence of higher management including night time.
  • Guest Relations Manager works typically twelve hour shifts and a mixture of day and night shift.

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 promptly Guests or customers complaints
  • Communicate with the relevant department heads to track and reward regular Guests for their loyalty and creativity; choose rewards that meet the guests' preferences while remaining within the allocated budget
  • 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
  • Ability to listen and respond to demanding guests' needs
  • Creative and passionate
     

2. Proven Experience/Education Level

  •  A degree from Hotel Management (or similar) school is desirable
  •  Minimum two years supervisory experience in a 5* hotel or similar environment

 


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