Guest Relations Manager

Hilton; Liverpool; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Smart uniform provided and laundered

Free and healthy meals when on duty

Career growth opportunities

Holiday: 28 days including bank holidays

Discounted dental and health cover

High street discounts

Job summary

A leading hotel chain in Liverpool is seeking a Guest Relations Manager to oversee VIP and long-stay Guests, ensuring exceptional service. Responsibilities include managing Guest expectations, resolving complaints, and enhancing guest experience. The ideal candidate will possess strong leadership and interpersonal skills and a commitment to customer service. This full-time position offers competitive salary and career development opportunities.

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 Guests and inform Team Members.
• Serve as the main point of contact for VIP Guests.
• Seek feedback from customers and respond to queries.

Skills

Customer service

Leadership

Interpersonal skills

Communication

Problem-solving

Job description

Overview

Hilton Liverpool, England, United Kingdom

Join to apply for the Guest Relations Manager role at Hilton.

Posted 1 week ago. Be among the first 25 applicants.

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

• Smart uniform provided and laundered
• 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
• Discounted Taxi when public transports stop running

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.

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?

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

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

At Hilton, Every Job Makes the Stay.

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

Work Locations

Hilton Liverpool

Schedule

Full-time

Brand

Hilton Hotels & Resorts

Advertised Salary

14.41

Job

Guest Services, Operations, and Front Office

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Management and Manufacturing
• Industries

Industries

• Hospitality

Referrals increase your chances of interviewing at Hilton by 2x

Get notified about new Guest Relations Manager jobs in Liverpool, England, United Kingdom.