Job description
Guest Relations Manager
HILTON COBHAM - We are Hilton we are hospitality.
Would you like a career with a company recently voted number 1 in great paces to work in the UK? Then this could be the opportunity for you.
Hilton Cobham are recruiting now for a Guest Relations Manager to join our team
Please do note this role is based at Hilton Cobham, which is located in Surrey, therefore relocation to the area would be needed.
SALARY
£26,250 a year + Incentives/Bonus scheme
BENEFITS
· Live-in staff accommodation available: charged at £8.50 per day including bills, 3 meals and tea/coffee taken from our Team Member canteen and Wi-Fi
Free meals on duty
Travel and food discounts: - 30 hotel nights from £35 per night plus 50% off F&B (subject to individual outlets)
Holiday: 28 days including bank holidays (increasing yearly)
Pension scheme
Discounted dental and health cover
High street discounts: with Perks at Work
Free uniforms
Grow your career: access to a network of 6500+ hotels across 100+ countries (subject to local right to work rules)
Personal Development: programmes designed to support your career
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
Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations
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
Maintain staffing levels to meet business demands
Attend all Reception meetings and Executive Lounge Meetings
Comply with hotel security, fire regulations and all health and safety legislation
Act in accordance with policies and procedures when working with front of house equipment and property management systems
Assist with other departments, as necessary
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
Commitment to delivering a high level of customer service
Ability to work under pressure
Flexibility to respond to a variety of different work situations
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Previous experience in a customer service function or a similar role
A passion for delivering an exceptional level of Guest service
High level of IT proficiency
