Guest Relations Officer Position
Guest Experience Executive (Part Time)
The Waldorf Hilton London
is an iconic & historic London hotel built in the late 1800, located in Aldwych.
The hotel features 298 Guest Rooms, including 19 suites. Blending Edwardian “Du Siecle” with modern comfort. Our hotel sits in the center of London’s glitzy theatre district, just a few minutes’ walk from Covent Garden, The Royal Opera House and Trafalgar Square.
Guests of this hotel will experience first-class service, distinguished by an unrivalled commitment to a personalised approach. We ensure a comfortable, luxurious stays all our guests, with guidance on locally immersive experiences where desired.
Homage’s restaurant and Décor pays tribute to the Grand Cafés of Europe Renaissance, offering a high standard of Modern British Food. Good Godfrey’s bar & Lounge offers crafty & cosmopolitan cocktails as well as canapés and light bites.
Hourly rate £12.00 - 20 hours a week
The benefits of working for The Waldorf Hilton London are huge:
Go Hilton rates so you can travel the world
Holiday pay increasing with length of service
Healthy meals provided
Laundry service and full provision of uniform
20 hour working week providing a healthy work / life balance
A Guest Experience Executive
liaises and supports the Assistant Guest Experience Manager and Guest Experience & Executive Lounge Manager. You will communicate effectively with the Front of House Manager and team to ensure a seamless and guest centric service is offered to all our guests including our VIP guests.
What will I be doing?
You will be required to perform a wide range of tasks that includes guest satisfaction, team performance, cost control and respond to guest feedback
Look for opportunities to maximize the profitability of the hotel and maintain exceptional standards of the service.
Create a sense of community for the guests who have access to the Executive Lounge, by making them feel home away from home;
Have a strong hotel presence; supporting at key times in the lobby/at the guest experience desk and around the hotel
Communicate with the guests prior, during and post stay to ensure satisfaction
Be responsible for special room assignments / in-room styling for special occasions
You will be running your own shift with support and are the first impression a guest will have in the Executive Lounge so providing a warm, friendly, helpful welcome, the service they receive during their stay and when they leave is extremely important.
Ensure guests receive a great customer experience and provide clear communication with guest & kitchen
Provide product knowledge and information on food & drink, manage the daily operations of the Executive Lounge, overseeing the Food and Beverage Attendants ensuing the food and beverage offerings are displayed attractively and served competently with your support
Ensure all VIP rooms meet the highest quality standards and include all requested amenities before VIP Guest arrival
Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on VIP Guest requirements
Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events
Be visible during key lounge operations when on shift (breakfast times/evening cocktails).
Our values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now guide us each day. To successfully fill this role, you should maintain the attitude, behaviours, skills, and our values:
Previous supervisory experience in the hotel, leisure, tourism, retail or people-orientated sector
You are committed to provide the bespoke and memorable stays to every guest in the hotel. You think out of box and use your imagination to create remarkable experiences on daily basis. You are enthusiastic and thrive under pressure by remaining calm, efficient, organised and flexible
Excellent personal presentation and communication skills
Knowledge of the ONQ reservation system
Good writing skills
Previous Supervisory experience
Up-selling with enthusiasm is part of your nature
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!