Job Description

Guest Relations Manager

WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK's #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS!

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".

The Waldorf Hilton London

is an iconic & historic London hotel built in the late 1800, located in Aldwych.


The hotel features 298 Guest Rooms, including 19 suites. Blending Edwardian "Du Siecle" with modern comfort. Our hotel sits in the center of London's glitzy theatre district, just a few minutes' walk from Covent Garden, The Royal Opera House and Trafalgar Square.


Guests of this hotel will experience first-class service, distinguished by an unrivalled commitment to a personalised approach. We ensure a comfortable, luxurious stays all our guests, with guidance on locally immersive experiences where desired.

Salary: up to 32,500 a year (39 Hours a week)

A WORLD OF REWARDS

Smart uniform provided

andlaundered

Free

and healthy

meals

when on duty

Grow your Career

your next position could beas a Food and Beverage Team Leader or Restaurant Supervisor

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 ()

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

Modern and inclusive

Team Member's areas
A Guest Relations Manager manages the needs of VIP and long-stay 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?

As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:


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 Guest queries in a timely and efficient manner 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 Manager 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

What are we looking for?

Guest Relations Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:


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

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 -