guest services London, England
Job description
Guest Relations Manager – The Trafalgar St. James
Up to £34,000 per year including Tronc + Upselling
Part of Crimson Hotels, The Trafalgar St. James, Curio Collection by Hilton is a 5 Star hotel with 131 bedrooms including 3 signature suites, and a number of venues consisting of our unique Rooftop bar and Rockwell that pride themselves in the quality of food service that they provide.
The Role
The Guest Relations Manager role is an opportunity to go above and beyond expectations, delivering unforgettable experiences, by creating unique moments for our guests.
The Guest Relations Manager at The Trafalgar St. James will - but not be limited to:
- Be the first point of contact for our guests, delivering personalised experiences by addressing each guest as a unique individual. You will do your utmost to ensure all guests’ requests are completed accurately and within a timely manner.
- Ensure all feedback is appropriately responded to and actioned and reported accordingly.
- Serve as the main point of contact to all VIP or high priority guests and ensure that the team is fully briefed on any requirements that they may have.
- Support other departments within the hotel to ensure all our guests receive seamless service wherever they are or who ever they may be. Our GRM will oversee that appropriate amenities are provided to create unique and memorable experiences to all guests.
- Be fully aware of all the hotel facilities and promote them whenever possible.
- Be responsible for your own personal development at work and strive to be the best in what you do, taking care and pride in your work.
It is essential that the Guest Relations Manager effectively assists in communicating, developing, and upskilling the team, whilst building great relationships with the other teams across The Trafalgar St. James.
The Person
The Guest Relations Manager joining our team will be a strong leader, who will have either a luxury hotelier or high standards background in 5 * properties and will be looking to develop their career within lifestyle luxury hotel. You will be passionate about providing the highest standards of hospitality, be well organised, and be able to prioritise under pressure. You will have incredible attention to detail, demonstrate strong IT skills, and be able to keep up to date with the current trends within the hospitality industry.
Fantastic Company Benefits:
- Health Wellbeing Cash Plan
- Discount program for you, your friends family to stay in over 7,200 Hilton portfolio of hotels around the world starting from £40 a night.
- Cycle to Work Scheme
- Life Assurance Scheme
- Pension Scheme
- Complimentary meals and dry cleaning on duty
- Opportunities for Internal career progression
- Departmental incentive programmes
- Professional training and development opportunities
- Birthday day off
- Discount in our FB Outlets
Our team is very diverse. From newcomers making their way to the industry to some of the most experienced professionals in London. We promote a strong culture where quality interactions, excellent service and fun dominates our day to day. We describe ourselves as a brand personality. If these traits resonate with your own personality, then The Trafalgar St. James is for you.
The Trafalgar St. James London, Curio Collection by Hilton, is an iconic London hotel with unique restaurants and bars poised on the edge of St. James and Trafalgar Square but moments from Soho, Mayfair and the West End. This luxury hotel blends innovative bold designs and thoughtful service with excellent dining and nightlife, entertaining both international visitors and Londoners under the same roof. The Trafalgar St. James is a true sanctuary to work, rest and play.
Trafalgar Square is the axis on which London tilts, and The Trafalgar St. James hotel stands at its epicentre. A luxury lifestyle, boutique hotel boasting 3 signature suites, 12 boutique studio junior suites and 116 rooms. Iconic wall art features the best of London’s idols. Details such as in-room books and teas from the Tregothnan estate share a distinctly British flavour. All rooms are decorated in a contemporary urban London style, and are the perfect central point for exploring the capital.
Each room enjoys complimentary Wi-Fi, soft drinks, water and snacks, a vanity make up mirror laptop safe, Tregothnan tea, ceramic kettle and Nespresso coffee machine. Bathrooms include amenities from Molton Brown, for that quintessentially British touch. At the heart of the city, The Trafalgar St. James is mere moments away from Mayfair, London’s famed West End and the iconic City of London.
Rockwell is a plant-filled hideaway to sip on botanical cocktails and scape reality with fantasy. Open all day, guests and Londoners alike are invited to join. The Rooftop is a space for sipping individually crafted cocktails and drinking in the inimitable city view. Complete with alfresco and canopy-covered seating, the sky-high space lends itself as a year-round experience. Biblio, the in-house living room, accommodates up to 80 guests for a reception or 22 guests for a private dinner or boardroom-style meeting.
