Guest Relations Manager

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

Job summary

A leading hospitality company in Cobham seeks a Guest Relations Manager to ensure exceptional service for VIP guests. The ideal candidate will have managerial experience, excellent leadership skills, and the ability to maintain high customer service standards. This role includes managing Guest feedback, resolving complaints, and acting as a point of contact for long-stay guests. This position offers competitive hourly pay and various employee perks.

Benefits

Smart uniform provided

Free meals when on duty

28 days holiday

Discounts on hotel nights and food

Personal Development programs

Qualifications

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

Responsibilities

• Manage the needs of VIP Guests to ensure exceptional Guest experience.
• Serve as main point of contact for VIP Guests and brief hotel departments.
• Respond to all Guest queries in a timely manner.

Skills

Excellent leadership

Interpersonal skills

Communication skills

Customer service

Resilience

Ability to work under pressure

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.

Salary: £13.87 an hour + Sales incentives

A WORLD OF REWARDS

• Smart uniform provided

• Free and healthy meals when on duty

• Grow your Career your next position could beas a Housekeeping Manager

• 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 daysincluding bank holidays (increasing yearly to up to 33 days)

• Discounted dental and health cover

• Free Parking

• Accommodation available with all billsincluded

• Guest Experience Day as part of your induction

• Modern and inclusive Team Member’s areas

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
• 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

What are we looking for?

Guest Relations Managers 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

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