Guest Relations Manager

3 weeks ago

London, United Kingdom Hilton Hotels Full time
Guest Relations Manager

WELCOME TO A WORLD OF OPPORTUNITIES AT THE WORLD'S #2 BEST WORKPLACE, AWARDED BY GREAT PLACE TO WORK & FORTUNE. 

Conrad London St James is one of Hilton’s three global luxury brands and reflects the bold, inspired and personalised service we offer our guests. The hotel is renowned for its excellent service and is in the top 5% of hotels in London and the Top 10% in the world.

 

A World of Rewards:

  • Yearly Salary: £32,500 plus incentives from upsell
  • A global travel program for team members
  • Uniforms
  • Meals whilst on duty
  • To be part of a fabulous team

The hotel located in the heart of Westminster, as well as 256 beautifully appointed bedrooms our outlets within the hotel offer its teams the opportunity to join exciting food and drink concepts, with the standards and luxury service Conrad is famous for. Supported by celebrity chef Sally Abe, they consist of: 

  • The Blue Boar Pub, opened May 2021, which is a contemporary take on a British pub 
  • The Hedgerow, the hotel’s first cocktail bar, which takes inspiration from the beauty of the traditional British countryside 
  • The Pem, a glamourous and elegant restaurant in the centre of the hotel showcasing classic British cuisine using modern techniques 
  • The Orchard, for afternoon teas and lighter meals 
  • The Executive Lounge, an exclusive space dedicated to our most valued guests, providing a higher level of luxury and personalized service.
  • Seven Meetings & Events Spaces, perfectly designed to host a wide range of gatherings and events, each space offers the same commitment to quality, luxury, and service excellence that define Conrad London St. James.

What will I be doing?

A Guest Relations Manager manages the needs of VIP and long-stay Guests in order to ensure an exceptional Guest experience.

  • Shift patterns are 4 on and 4 off (12 hours shift)
  • 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 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
  • Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty; 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 Front Office 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?

  • 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

Travel:

St James Park Tube Station – District & Circle Line – across the road

Westminster Tube Station – Jubilee Line (4 Mins Walk)

Victoria Station (8 Mins Walk)

Waterloo Station (10 Mins Walk)

  • Guest Relations Manager

    2 months ago

    London, United Kingdom Park Plaza Full time

    Job Description Guest Relations Manager At Park Plaza, we believe in providing a hotel experience that is tailored to the individual and their needs. As the friendly face of the 1023 guestrooms Park Plaza Westminster Bridge London Hotel, you will do more than just welcome our guests. The key role for you as our Guest Relations Manager will be to ensure...

  • Guest Relations Manager

    2 months ago

    London, United Kingdom Park Plaza Full time

    Guest Relations ManagerAt Park Plaza, we believe in providing a hotel experience that is tailored to the individual and their needs. As the friendly face of the 1023 guestrooms Park Plaza Westminster Bridge London Hotel, you will do more than just welcome our guests. The key role for you as our Guest Relations Manager will be to ensure that the service...

  • Guest Relations Manager

    2 months ago

    London, United Kingdom Park Plaza Full time

    Guest Relations ManagerAt Park Plaza, we believe in providing a hotel experience that is tailored to the individual and their needs. As the friendly face of the 1023 guestrooms Park Plaza Westminster Bridge London Hotel, you will do more than just welcome our guests. The key role for you as our Guest Relations Manager will be to ensure that the service...

  • Guest Relations Manager

    2 weeks ago

    London, Greater London, United Kingdom Hurtigruten Expeditions Full time

    Hurtigruten Expeditions is a pioneering cruise line that offers unique expedition cruises to some of the world's most remote destinations.We are currently seeking an experienced Guest Relations Manager to join our team. In this role, you will be responsible for managing all aspects of guest relations, including responding to guest inquiries, resolving...

  • Guest Relations Manager

    4 weeks ago

    london, United Kingdom PPHE Hotel Group Full time

    Job Description Guest Relations Manager At Park Plaza, we believe in providing a hotel experience that is tailored to the individual and their needs. As the friendly face of the 1023 guestrooms Park Plaza Westminster Bridge London Hotel, you will do more than just welcome our guests. The key role for you as our Guest Relations Manager will be to ensure...

  • Guest Relations Manager

    4 weeks ago

    Central London, United Kingdom DoubleTree by Hilton London West End Full time

    Were searching for an experienced, caring and creative Guest Relations Manager to join Crimson Hotels, who will drive high level of service, satisfaction and loyalty among our guests. Responsible for the Guest Relations department with the support of their team, this role will be the main point of contact for guest services and act as the hotels guest...

  • Guest Relations Associate

    1 week ago

    London, United Kingdom The Ned Full time

    **Guest Relations Associate - Guest Relations**: Going above and beyond for our guests is our Guest Relations team. Going the extra mile to make our guests stay extra special, our Guest Relations team are always on hand to assist We are currently recruiting for a proactive and outgoing Guest Relations Associate. The role will be responsible for delivering...

  • Guest Relations Manager

    2 weeks ago

    London, United Kingdom Zachary Daniels Full time

    **Guest Relations Manager - Luxury Brand - London / Salary up to £35,000 + Benefits** Do you work in a 5* hospitality front desk environment and looking for a Monday - Friday role? Our client is a global luxury brand now recruiting a guest relations manager This role is a full time, permanent. You role will be the first point of contact for visitors and...

  • Guest Relations Associate

    7 months ago

    London, United Kingdom The Ned Full time

    **Guest Relations Associate - Guest Relations**: We are currently recruiting for a proactive and outgoing Guest Relations Associate. The role will be responsible for delivering an exceptional guest experience from check-in to check-out and throughout the guest journey. Excellent, above and beyond style of service is the foundation of everything we do,...

  • Guest Relations Manager

    3 months ago

    London, United Kingdom Crimson Hotels Full time

    We’re searching for an experienced, caring and creative Guest Relations Manager to join Crimson Hotels, who will drive high level of service, satisfaction and loyalty among our guests.Responsible for the Guest Relations department with the support of their team, this role will be the main point of contact for guest services and act as the hotel’s guest...

  • Guest Relations Manager

    5 months ago

    Central London, South East, United Kingdom DoubleTree by Hilton London West End Full time

    Were searching for an experienced, caring and creative Guest Relations Manager to join Crimson Hotels, who will drive high level of service, satisfaction and loyalty among our guests.If your skills, experience, and qualifications match those in this job overview, do not delay your application. Responsible for the Guest Relations department with the support...

  • Guest Relations Manager

    3 days ago

    London, United Kingdom JKS Restaurants Full time

    JKS Restaurants are seeking a Guest Relations Manager to join their team. The successful candidate will be friendly, personable and passionate about all things food and drink. This is a fantastic opportunity for an experienced Guest Relations Manager looking for a new role in an award-winning, critically acclaimed group.The GroupJKS Restaurants was founded...

  • Guest Relations Manager

    1 month ago

    Central London, United Kingdom DoubleTree by Hilton London West End Full time

    Were searching for an experienced, caring and creative Guest Relations Manager to join Crimson Hotels, who will drive high level of service, satisfaction and loyalty among our guests. Responsible for the Guest Relations department with the support of their team, this role will be the main point of contact for guest services and act as the hotels guest...

  • Guest Relations Manager

    1 week ago

    London, United Kingdom Jobheron Full time

    Set in the heart of the exclusive enclave of Knightsbridge is one of the world’s most prestigious residential buildings. Designed by world renowned architects, Squire and Partners, the 201 residences that make up this luxurious building are set around anentirely private award-winning Feng Shui garden. Residents are looked after by a highly trained team of...

  • Guest Relations and Experience Manager

    4 weeks ago

    London, Greater London, United Kingdom Crimson Hotels Group Full time

    Crimson Hotels Group seeks a charismatic Guest Relations and Experience Manager to drive exceptional customer service, satisfaction, and loyalty among our guests.This role will be the main point of contact for guest services, acting as the hotel's ambassador, ensuring high standards are delivered with warmth and friendliness.The estimated salary for this...

  • Guest Relations Executive

    2 weeks ago

    London, United Kingdom Give A Grad A Go Full time

    A competitive starting salary of £25,000 - £27,000 - The chance to work with Senior Management from day one - Access to some of the most prestigious lifestyles globally **Are you on the hunt for Graduate Operations jobs or roles in the Luxury Industry in London? Want to join a bespoke concierge that services high-net-worth clients in London, Paris and...

  • Guest Relation Officer

    7 months ago

    London, United Kingdom Park Plaza Full time

    **Department**: Front Office **Job Level**:Team Member **Job Type**:Full Time **Hours per week**:40 **Job Reference**:REQ9884 **Date Posted**:3 November At Park Plaza, we believe in providing a hotel experience that is tailored to the individual and their needs. As the friendly face of the 1019 guestrooms Park Plaza Westminster Bridge Hotel, you will...

  • Guest Relation Officer

    7 months ago

    London, United Kingdom Park Plaza Westminster Bridge London Full time

    **Department**: Front Office **Job Level**: Team Member **Job Type**: Full Time **Hours per week**: 40 **Job Reference**: req9884 **Date Posted**: 3 November At Park Plaza, we believe in providing a hotel experience that is tailored to the individual and their needs. As the friendly face of the 1019 guestrooms Park Plaza Westminster Bridge Hotel, you...

  • Guest Relations Coordinator

    1 month ago

    London, United Kingdom Novotel London West Full time

    Novotel London WestHotel is part of Accor, the leading global hospitality group. It is one of the largest conference and accommodation providers within Accor. The hotel provides the international business community with space for up to 3000 delegates across 33 meeting rooms. It accommodates both business and leisure guests in one of our 630 bedrooms.Job...

  • Guest Relations Supervisor

    7 months ago

    London, United Kingdom Rosewood Hotel Group Full time

    **General Information**: - Country/Region- United Kingdom- Province/City- London- Location- Rosewood London- Department- Rooms - Front Office- Job Type- Full-time Permanent**Role** We are currently looking for a **Guest Relations Supervisor** to join our **Guest Relations team** at Rosewood London. Our Guest Relations Supervisor is entrusted to supervise...