Luxury Guest Experience Manager

2 weeks ago


London, Greater London, United Kingdom Hilton Hotels Full time
About Us

Hilton Hotels is a renowned hospitality brand with a legacy of excellence. Our commitment to providing exceptional experiences for our guests drives everything we do.

Job Description

We are seeking an experienced Luxury Guest Experience Manager to join our team at Hilton London St James. This role is responsible for leading and overseeing the Guest Relations Team, Duty Managers, and Personal Concierge Services, ensuring the highest level of personalized service for all guests.

Key Responsibilities:
  • Manage daily operations of the Guest Relations & Duty Manager team, fostering a culture of excellence and guest-centricity.
  • Design and deliver tailored luxury experiences for VIP guests, leveraging expertise in concierge services to exceed expectations.
  • Oversee VIP management, categorizing and delivering personalized amenities and attention based on individual needs.
  • Create customized, high-end experience journeys for each guest, from booking to departure.
  • Agree budgets and manage resources effectively to ensure cost-efficient delivery of luxury services.
  • Conduct regular quality checks on VIP services, rooms, and amenities, addressing guest feedback and complaints promptly.
  • Pursue revenue growth opportunities through strategic upselling and cross-selling initiatives.
Requirements:
  • A minimum of [£65,000] per annum salary for an experienced candidate.
  • Previous experience in a 5-star hospitality environment, preferably in a leadership role.
  • Excellent communication and interpersonal skills, with the ability to lead and motivate a high-performing team.
  • Proficiency in using online platforms for real-time communication with guests.
  • A degree in hospitality management or equivalent is highly desirable.
Benefits:
  • Competitive salary and bonus structure.
  • Ongoing training and development opportunities.
  • The chance to work with a world-class hospitality brand.
Location:

Hilton London St James is conveniently located near major transport hubs, including:

  • St James Park Tube Station (District & Circle Line) - across the road.
  • Westminster Tube Station (Jubilee Line) - 4 minutes' walk.
  • Victoria Station - 8 minutes' walk.
  • Waterloo Station - 10 minutes' walk.


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