Hospitality Guest Experience Manager

2 weeks ago


London, Greater London, United Kingdom Hilton Worldwide, Inc. Full time
About This Role

At Hilton Worldwide, Inc., we are seeking a skilled Hospitality Guest Experience Manager to join our team in London. This role is responsible for ensuring exceptional guest experiences by providing personalized service and resolving any issues that may arise.

About the Job

The successful candidate will have previous managerial experience in a customer service function and be able to lead a team to deliver high levels of customer satisfaction. The role requires excellent communication and interpersonal skills, as well as the ability to work under pressure and respond to demanding guest needs.

Responsibilities
  • 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 regularly and respond to all guest queries in a timely and efficient manner
  • Manage, record, and resolve promptly guest or customer complaints
What We Offer

We offer a competitive salary of £31,569 per year, free and healthy meals when on duty, and a comprehensive benefits package, including a 28-day holiday allowance, increasing yearly to up to 33 days, and a Team Member Travel Program with discounted hotel nights and 50% off food and beverages.

About You

To succeed in this role, you will need:

  • Previous managerial experience in a customer service function
  • Excellent leadership, interpersonal, and communication skills
  • Ability to listen and respond to demanding guest needs
  • Accountable and resilient


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