Guest Relations Manager

Hilton Birmingham Metropole; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading hospitality hotel in Birmingham is seeking a Guest Relations Manager to ensure exceptional service for VIP guests. You will manage guest needs, oversee front-of-house operations, and lead a team. This role offers competitive hourly pay and numerous employee benefits, including career development opportunities and generous holiday allocation.

Benefits

Incentive scheme

Free meals while on duty

Generous holiday allowance

Discounted hotel stays and 50% off food and beverage

Team Member Referral Program

Qualifications

• Must maintain the attitude, behaviours, skills, and values that follow.
• Previous experience in a customer service function is advantageous.

Responsibilities

• Maintain the needs of VIP and long-stay Guests.
• Cover Duty Manager shifts.
• Meet and greet Guests.

Skills

Excellent leadership

Interpersonal skills

Communication skills

Customer service

Ability to work under pressure

Education

Previous managerial experience in a customer service function

High level of IT proficiency

Job description

Overview

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.

HOT0AA0E

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

Incentive scheme

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

1. Maintain the needs of VIP and long-stay Guests and inform other Team Members of VIP/long-stay Guest needs to ensure an exceptional Guest experience.
2. Cover Duty Manager shifts.
3. Meet, greet and direct Guests who enter the lobby area.
4. Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements.
5. Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner.
6. 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.
7. Manage, record and resolve promptly Guest or customer complaints.
8. Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge.
9. Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate.
10. Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods to enhance the overall image and warmth of this area for the Guest.
11. 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.
12. Maintain good communication and work relationships in all hotel areas.
13. Maintain staffing levels to meet business demands.
14. Attend all Reception meetings and Executive Lounge Meetings.
15. Comply with hotel security, fire regulations and all health and safety legislation.
16. Act in accordance with policies and procedures when working with front of house equipment and property management systems.
17. Assist with other departments, as necessary.

Qualifications

1. Guest Relations Manager serving Hilton brands are always working on behalf of our Guests and working with other Team Members. Maintain the attitude, behaviours, skills, and values that follow:
2. Previous managerial experience in a customer service function
3. An ability to listen and respond to demanding Guest needs
4. Excellent leadership, interpersonal and communication skills
5. Accountable and resilient
6. Commitment to delivering a high level of customer service
7. Ability to work under pressure
8. Flexibility to respond to a variety of different work situations
9. It would be advantageous to demonstrate the following capabilities and distinctions:
10. Previous experience in a customer service function or a similar role
11. A passion for delivering an exceptional level of Guest service
12. High level of IT proficiency

Benefits

• 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.
• Find out more about all our brands and hotels - Hilton Brands | Global Hospitality Company