Guest Relations Manager
- Employer
- Hilton Hotels
- Location
- Tewkesbury, Gloucestershire
- Salary
- Competitive
- Closing date
- 23 May 2022
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Guest Relations Manager
Looking to join a culture of excellence and be part of the most recognised name in the hospitality industry? “We are Hilton! We are Hospitality!” We create heartfelt experiences for our guests and meaningful opportunities for our Team Members. Achieving consistently the title of “Great places to work”, this is not just a job – we offer you a journey of self-discovery, growth and an exceptional career. Why join the Hilton family as a Reception Shift Leader? · “It’s your world” –Your next role could be as a Reception Manager, or why not move into a different department like Sales, Accounts or Human Resources in over 100 different countries · Personal Development programmes · Worldwide travel perks - up to 30 nights at discounted rates and 50% F&B discounts · Industry leading benefits including contributory pension scheme, discounted dental and health cover, and high street discounts · 28 days holidays including bank holidays (increasing yearly) · Complimentary meals on duty and uniforms provided Position: Guest Relations Manager - Hilton Puckrup Hall Hourly rate: £10.40 an hour – 39 hours a week Benefits:
What will I be doing? As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
Looking to join a culture of excellence and be part of the most recognised name in the hospitality industry? “We are Hilton! We are Hospitality!” We create heartfelt experiences for our guests and meaningful opportunities for our Team Members. Achieving consistently the title of “Great places to work”, this is not just a job – we offer you a journey of self-discovery, growth and an exceptional career. Why join the Hilton family as a Reception Shift Leader? · “It’s your world” –Your next role could be as a Reception Manager, or why not move into a different department like Sales, Accounts or Human Resources in over 100 different countries · Personal Development programmes · Worldwide travel perks - up to 30 nights at discounted rates and 50% F&B discounts · Industry leading benefits including contributory pension scheme, discounted dental and health cover, and high street discounts · 28 days holidays including bank holidays (increasing yearly) · Complimentary meals on duty and uniforms provided Position: Guest Relations Manager - Hilton Puckrup Hall Hourly rate: £10.40 an hour – 39 hours a week Benefits:
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Free meals on duty
Travel and food discounts: - 30 hotel nights from £35 per night plus 50% off F&B (subject to individual outlets)
Pension scheme
Discounted dental and health cover
High street discounts: with Perks at Work
Free uniforms
Grow your career: access to a network of 6500+ hotels across 100+ countries (subject to local right to work rules)
Live In Accommodation available
£500 Referral Scheme
Personal Development: programmes designed to support your career
39 hour working week providing a healthy work / life balance
What will I be doing? As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
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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 of 14 days or longer 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
Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; 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 Reception 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
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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
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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
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