Guest Relations Officer

Employer
Hilton Hotels
Location
London, Greater London
Salary
Competitive
Closing date
6 Jun 2022
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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.

 

Salary

Hourly rate £12.00 - 20 hours a week

Benefits

The benefits of working for The Waldorf Hilton London are huge:

    Competitive salary 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
    Multi-lingual 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!


 

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