Guest Relations Administrator

Hilton Worldwide, Inc.; City of Westminster; On-site; GBP 28,000 - 30,000; Full time

Job summary

A leading global hospitality company is seeking a Guest Relations Administrator to enhance VIP experiences at their hotel in Westminster. The ideal candidate will support the Guest Relations team, ensure top-tier service standards, and manage communications promptly. Candidates must possess excellent communication and administration skills amidst a dynamic work environment. This role is essential for maintaining the hotel's high standards.

Benefits

Hourly Salary: £13.93 plus upsell

Global travel program for team members

Uniforms provided

Meals whilst on duty

Diverse food and drink concepts

Qualifications

• Demonstrated previous administrative experience in a fast-paced environment.
• Ability to handle communications professionally.

Responsibilities

• Address VIP Guests' needs and inform other team members.
• Administrative activities in the Guest Relations office.
• Provide secretarial support to the Guest Relations team.
• Handle communications with owners, guests, and corporate office.
• Monitor online reviews and respond to guest feedback.

Skills

Excellent verbal and written communication skills

Excellent administration and IT skills

High level of customer service

Flexibility in work scenarios

Ability to work under pressure

Job description

Overview

Job Description - Guest Relations Administrator (HOT0BX1J)

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

Conrad London St James is one of Hilton’s three global luxury brands and reflects the bold, inspired and personalised service we offer our guests. The hotel is renowned for its excellent service and is in the top 5% of hotels in London and the Top 10% in the world.

A World of Rewards:

• Hourly Salary: £13.93 plus upsell
• A global travel program for team members
• Uniforms
• Meals whilst on duty
• To be part of a fabulous team

The hotel located in the heart of Westminster, as well as 256 beautifully appointed bedrooms our outlets within the hotel offer its teams the opportunity to join exciting food and drink concepts, with the standards and luxury service Conrad is famous for. Supported by celebrity chef Sally Abe, they consist of:

• The Blue Boar Pub, opened May 2021, which is a contemporary take on a British pub
• The Hedgerow, the hotel’s first cocktail bar, which takes inspiration from the beauty of the traditional British countryside
• The Pem, a glamourous and elegant restaurant in the centre of the hotel showcasing classic British cuisine using modern techniques
• The Orchard, for afternoon teas and lighter meals
• The Executive Lounge, an exclusive space dedicated to our most valued guests, providing a higher level of luxury and personalized service.
• Seven Meetings & Events Spaces, perfectly designed to host a wide range of gatherings and events, each space offers the same commitment to quality, luxury, and service excellence that define Conrad London St. James.

What will I be doing?

As Guest Relations Administrator, you will directly address the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience.

• Carry out daily administrative activities of the Guest Relations office while adhering to Hilton Standards, policies and procedures
• Provide secretarial support to the Guest Relations team
• Ensure all communications, particularly relating to owners, guests and the Corporate office are handled promptly and professionally
• Identify and build internal and external relationships
• Including actively monitoring online reviews, responding to guest feedback, and implementing strategies to uphold and enhance the hotel's brand reputation
• Will be using online platforms for enhancing the real-time communication with guests, address their needs promptly and ensure exceptional guest experiences throughout their stay

What are we looking for?

• Excellent verbal and written communication skills
• Excellent administration and IT skills
• Committed to delivering a high level of customer service, both internally and externally
• Flexibility to respond to a range of different work situations
• Ability to work under pressure

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

• Previous administrative experience in a fast paced environment

Travel

• St James Park Tube Station – District & Circle Line – across the road
• Westminster Tube Station – Jubilee Line (4 Mins Walk)
• Victoria Station (8 Mins Walk)
• Waterloo Station (10 Mins Walk)

Job

Guest Services, Operations, and Front Office