Assistant Guest Experience Manager

Hilton Worldwide, Inc.; London; On-site; GBP 30,000 - 32,000; Full time

Job summary

Join a leading hotel in London as part of the Guest Services team, where you will create unforgettable experiences for guests. You will be responsible for welcoming guests, addressing their needs, and ensuring exceptional service in a luxury environment. This full-time role offers opportunities for career growth and development within Hilton.

Benefits

28 days paid holiday increasing with service

Exclusive high-street discounts

Industry-leading Team Member discounts

Access to leadership and development programmes

Exceptional Career opportunities

Reward programmes and team member recognition

50% off in Hilton restaurants

Refer a Friend Scheme

Uniforms provided and laundered

Free meals on shift

Qualifications

• Previous managerial experience in a customer service function.
• Excellent leadership, interpersonal and communication skills.

Responsibilities

• Meet, greet and direct Guests in the lobby area.
• Serve as the main point of contact for VIP Guests.
• Ensure a high level of customer service is maintained.

Skills

Leadership

Communication

Customer Service

Job description

WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS!

A new era begins at the London Hilton on Park Lane.

Located in the heart of Mayfair, London Hilton on Park Lane was the first Hilton to open within the UK and is close to all that London has to offer. Soaring high above Park Lane, the hotel is famed for its unparalleled five-star luxury. With 453 spacious guest rooms, including 56 suites and a Presidential Suite, there is something for all.

2023 was the hotel’s 60th anniversary, which has seen the refurbishment of Executive rooms and suites as well as a redevelopment of the lobby level, including a brand new restaurant and bar.

Yearly Salary ranging from £30,000 up to £31,262.

Benefits

• 28 days paid holiday increasing with service
• Exclusive high-street discounts through Perks at Work portal
• Industry-leading Team Member discounts on hotel stays for you, your family and friends
• Access to leadership and development programmes through Hilton University
• Exceptional Career opportunities and wellbeing programmes to help you thrive in the workplace
• Reward programmes, incentives and team member recognition, as well as long service awards
• 50% off in Hilton restaurants and bars (subject to individual outlets)
• Refer a Friend Scheme
• Uniforms provided and laundered complimentary
• Free meals on shift
  
  
  

What will I be doing?

• 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
• 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
  
  
  

What are we looking for?

• 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
  
  
  

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• 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
  
  
  

EVERY JOB MAKES THE STAY.

At Hilton, It Matters Where You Stay, but The Stay is only one side of the story.

We know it takes hundreds of jobs to create unforgettable experiences for our guests – and behind every job, there’s an extraordinary person working to make each Stay magical. That’s why at Hilton, Every Job Makes the Stay.

Work Locations

London Hilton on Park Lane

Schedule

Full-time

Brand

Hilton Hotels & Resorts

Job

Guest Services, Operations, and Front Office