Guest Relations Manager

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

Job summary

A leading global hospitality company is seeking a Guest Relations Manager for its Cambridge location. The role involves overseeing guest interactions and ensuring exceptional service is maintained throughout the hotel. Applicants should have previous management experience in customer service, strong leadership skills, and a commitment to delivering high standards. This position offers a competitive hourly rate and various employee benefits including training and travel discounts.

Benefits

Competitive hourly rate

Free meals when on duty

Career development programs

Team Member Travel Program

High street discounts

28 days holiday including bank holidays

Qualifications

• Previous managerial experience in a customer service function.
• Excellent leadership, interpersonal, and communication skills.
• Ability to work under pressure and respond flexibly.

Responsibilities

• Meet, greet, and direct Guests in the lobby area.
• Manage, record, and resolve Guest complaints promptly.
• Ensure high customer service levels are maintained.

Skills

Leadership skills

Communication skills

Customer service orientation

IT proficiency

Problem-solving

Job description

Guest Relations Manager (HOT0C0QL)

Job Number: HOT0C0QL

Work Locations

Hilton Cambridge City Centre 20 Downing Street Cambridge CB2 3DT

Rewards and Benefits

• Hourly rate £13.44
• Free healthy meals when on duty
• Grow your career
• Personal development programmes
• Corporate responsibility programmes
• Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)
• High street discounts through Perks at Work
• Holiday: 28 days including bank holidays (increasing yearly to up to 33 days)
• Discounted dental and health cover
• Subsidised Taxi Scheme
• Guest Experience Day after successfully passing probation
• Modern inclusive team member areas

Responsibilities

• 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

Qualifications

• 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
• 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

Additional Information

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.