ReceptionistOur 5-star Hilton London Bankside property is looking for a Full Time Guest Relations Manager to join our award-winning team.

Located between the Southbank and Borough Market, a stone’s throw away from the Tate Modern, Hilton London Bankside is a spacious and modern hotel with a twist.

Benefits Offered

Competitive pay rate / salary

28 holiday days pro rata

24/7 Employee Assistance Programme for you and your family

Heavily discounted hotel stays with Hilton Hotels Worldwide and food & beverage discounts

Development opportunities within one of the UK's fastest growing privately-owned hotel groups

Amazing high street and lifestyle savings for you and your family

Being a key part of the Splendid family, all our team members need to be able to promise to:

Be the Best;

Make Responsible Decisions;

Treat Others, the Way They Would Like to Be Treated;

Continually Challenge Yourself and Each Other.

 Position Purpose

As Guest Relations Manager, your main area of responsibility will be to deliver fantastic experiences for our guests, at arrival and during their stay, but also to be the person a guest turns to if they have a concern or feedback.

This position takes on the responsibility of Duty Manager in the absence of higher management during weekends and overnight.

Guest Relations Manager typically works twelve-hour shifts both day and night.

Key Responsibilities

Meet, greet and direct guests in the lobby area

Ensure hotel departments are fully briefed on VIP requirements

Seek verbal feedback from customers on a regular basis and respond to all Guests' queries in a timely and efficient manner

Serve as a point of contact for long-stay guests

Manage, record and resolve promptly any customer issues

Communicate with the relevant department heads to track and reward regular Guests for their loyalty and creativity; choose rewards that meet the guests' preferences while remaining within the allocated budget

Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate

Maintain good communication and work relationships in all hotel areas

Complete the night audit and ensure smooth running of hotel operations overnight

Comply with hotel security, fire regulations and all health and safety legislation; and

Assist with other departments, as necessary

Person Specification

Knowledge, Skills & Abilities

Preferred –

A professional appearance and manner

Excellent command of spoken English

Strong customer focus and ability to engage and connect with guests

Ability to multitask and prioritise

Flexibility to work a variety of shift patterns

A desire to provide exceptional customer service

Excellent planning and organizing skills, ability to multi-task and meet deadlines

Exceptional –

Ability to speak additional languages is highly desirable

Strong leadership skills; having worked in a supervisory role previously

Proven Experience/Education Level

Previous experience working in Front Office, preferably within luxury hotel properties

Proficiency with computers and Property Management systems, ideally experienced in ONQ systems

Minimum 1 year supervisory experience in a 5* hotel or similar environment

A degree from Hotel Management (or similar) school is desirable