Guest Relations Manager

Hilton Worldwide, Inc.; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading hospitality company in Birmingham is seeking a Guest Relations Manager to manage VIP and long-stay Guests' needs. This role involves ensuring exceptional service, resolving complaints, and direct interaction with Guests. Previous managerial and customer service experience is essential. The compensation includes an hourly rate of £13.20 and various perks to support career growth and well-being.

Benefits

Smart uniform provided

Free meals on duty

Development programmes

Team Member Travel Program

Discounted dental and health cover

28 days holiday

Guest Experience Day

Qualifications

• Previous managerial experience in a customer service function.
• Ability to listen and respond to demanding Guest needs.
• Commitment to delivering a high level of customer service.

Responsibilities

• Manage the needs of VIP and long-stay Guests.
• Serve as the main point of contact for VIP Guests.
• Seek feedback from customers and resolve complaints.
• Maintain high customer service standards.

Skills

Customer service experience

Leadership skills

Interpersonal skills

Communication skills

Resilience

Job description

Overview

Guest Relations Manager (HOT0BSY0)

Work Locations: Hilton Birmingham Metro National Exhibition Centre Birmingham B40 1PP

WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS! - No two days or two hotels are the same, but our spirit and passion for hospitality always brings all our teams together to create a culture of inclusiveness, positivity and drive to achieve our common goal. “To share the light and warmth of hospitality”. With amazing training, resources and support from both managers and colleagues, there is always an opportunity to develop and grow.

Hourly rate of £13.20 an hour

Please note, this role follows a 4 on, 4 off 12 hour shift Pattern (8AM - 8PM).

A WORLD OF REWARDS

• Smart uniform provided and laundered
• Free, healthy and high quality meals when on duty
• Grow your Career
• Personal Development programmes designed to support you at every step of your career
• A chance to make a difference through our Corporate Responsibility programmes – Find out what and how we are doing ( https://cr.hilton.com )
• Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)
• Team Member Referral Program
• Discounted dental and health cover
• High street discounts: with Perks at Work
• Free car park
• Subsidised Taxi between 12am and 7am
• Holiday: 28 days including bank holidays (increasing yearly to up to 33 days)
• Guest Experience Day: 1 night stay with breakfast and dinner
• Modern and inclusive Team Member’s areas

Responsibilities

Guest Relations Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.

• Cover Duty Manager shifts
• 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

What are we looking for?

Guest Relations Manager serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• 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.

Job: Guest Services, Operations, and Front Office