Splendid Family - Guest Relations Manager (1508)

Guest Relations Manager

  • Department:
    Front Office
  • Position Commitment:
    Full Time (4on4off)
  • Location/Hotel - click here for more information on the property:
  • Vacancy Reference:
  • Vacancy Start Date:
    3 June 2019
Guest Relations Manager

We are now looking for a positive and enthusiastic Guest Relations Manager to join our award-winning team at Hilton London Bankside.

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

  • Be the Best;
  • Make Responsible Decisions;
  • Treat Others, the Way They Would Like to Be Treated;
  • Continually Challenge Yourself and Each Other.

Position Purpose

  • As Guest Relations Manager, your main area of responsibility will be to deliver fantastic experiences for our guests, at arrival and during their stay, but also to be the person a guest turns to if they have a concern or feedback.
  • This position takes on the responsibility of Duty Manager in the absence of higher management during weekends and overnight.
  • Guest Relations Manager typically works twelve-hour shifts both day and night.

Key Responsibilities

  • Meet, greet and direct guests in the lobby area
  • Ensure hotel departments are fully briefed on VIP requirements
  • Seek verbal feedback from customers on a regular basis and respond to all Guests' queries in a timely and efficient manner
  • Serve as a point of contact for long-stay guests
  • Manage, record and resolve promptly any customer issues
  • 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
  • Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
  • Maintain good communication and work relationships in all hotel areas
  • Complete the night audit and ensure smooth running of hotel operations overnight
  • Comply with hotel security, fire regulations and all health and safety legislation; and
  • Assist with other departments, as necessary

Person Specification

  1. Knowledge, Skills & Abilities

Preferred –

  • A professional appearance and manner
  • Excellent command of spoken English
  • Strong customer focus and ability to engage and connect with guests
  • Ability to multitask and prioritise
  • Flexibility to work a variety of shift patterns
  • A desire to provide exceptional customer service
  • Excellent planning and organizing skills, ability to multi-task and meet deadlines

Exceptional –

  • Ability to speak additional languages is highly desirable
  • Strong leadership skills; having worked in a supervisory role previously
  1. Proven Experience/Education Level
  • Previous experience working in Front Office, preferably within luxury hotel properties
  • Proficiency with computers and Property Management systems, ideally experienced in ONQ systems
  • Minimum 1 year supervisory experience in a 5* hotel or similar environment
  • A degree from Hotel Management (or similar) school is desirable

Company Benefits

  • Departmental incentive programmes
  • Season Ticket Loan
  • Pension Scheme
  • Complimentary meals and dry cleaning on duty
  • Discount program for you, your friends & family to stay in Hotels around the world
  • Opportunities for Internal career progression
  • Professional training and development opportunities

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