guest services London, England
Job description
Salary: £29,925/year plus incentives from upsell
The Hilton London Canary Wharf is a modern, full service hotel with 282 Guestrooms in the heart of London’s financial district. Conveniently located just 2 minutes from South Quay DLR Station and 5 minutes from Canary Wharf underground station. Close to the City, Olympic park and the O2, the hotel welcomes a wide range of guests here on business and leisure. Consistently voted within the top 5 Hilton properties within the UK & Ireland.
Hilton was voted #1 Great places to work in 2020. Our industry is all about people so we are serious about taking care of our team members and support their career ambitions in an individualised way. The Hilton London Canary Wharf has a solid track record in developing people at all levels for longer term careers. We also welcome those that are looking for flexibility around their lives outside of work with flexible hours and a range of contracts to suit.
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
WHAT MAKES US SPECIAL IS WHO WE ARE, AND WE ARE HILTON!
H*ospitality Integrity Leadership Teamwork Ownership N*ow
The most recognized name in the industry, Hilton remains synonymous with the word “hotel.” From inaugural balls and Hollywood awards galas to business events and days to remember, Hilton is where the world makes history, closes the deal, toasts special occasions and gets away from it all.
Find out more about all our brands and hotels - Hilton Brands | Global Hospitality Company
HILSPO
Job Type: Full-time
Salary: Up to £29,925.00 per year
Work authorisation:
- United Kingdom (required)
Work Location: In person
About Hilton
CEO: Christopher Nassetta
Revenue: $10+ billion (USD)
Size: 10000+ Employees
Type: Company - Public
Website: https://jobs.hilton.com
Year Founded: 1919
