Guest Relations Manager

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

Job summary

A leading hotel chain in Cambridge is seeking a Guest Relations Manager to manage the needs of VIP and long-stay Guests. The ideal candidate will have prior managerial experience and excellent communication skills to ensure an exceptional Guest experience. This position offers a competitive hourly rate, professional development opportunities, and diverse rewards.

Benefits

Free meals when on duty

Career development programs

Team Member Travel Program

28 days holiday increasing yearly

Discounted dental and health cover

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

• Meet, greet and direct Guests who enter the lobby area.
• Serve as the main point of contact for VIP Guests.
• Manage and resolve Guest complaints promptly.
• Ensure a high level of customer service is maintained.

Skills

Leadership skills

Customer service

Communication skills

Problem-solving

Job description

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.

A WORLD OF REWARDS

• Hourly Rate of £13.44
• Free and healthy 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
• High street discounts: with 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 and inclusive Team Member’s areas

A 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. Shift pattern: 6:00 AM – 2:00 PM or 2:00 PM – 10:00 PM.

What will I be doing?

As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• 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?

• 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.

Find out more about all our brands and hotels – Hilton Brands | Global Hospitality Company