Senior Guest Relations Manager

Hilton Worldwide, Inc.; London; On-site; GBP 35,000 - 50,000; Full time

Job summary

Join a leading hotel as a Senior Guest Relations Manager, managing VIP Guests and ensuring exceptional service at one of London's luxury hotels. This role offers a fantastic opportunity for experienced professionals to lead a dedicated team and enhance guest experiences in a prestigious setting.

Benefits

Competitive salary

Global travel program for team members

Uniforms

Meals while on duty

Being part of a fabulous team

Qualifications

• Managerial experience in a customer service function is essential.
• Ability to listen and respond to demanding Guest needs.
• Excellent leadership and communication skills.

Responsibilities

• Manage needs of VIP and long-stay Guests to ensure exceptional experience.
• Serve as main point of contact for VIP Guests and respond to queries.
• Maintain high customer service levels for Reception and Executive Lounge.

Skills

Customer Service

Leadership

Communication Skills

Flexibility

Interpersonal Skills

Job description

Job Description - Senior Guest Relations Manager (HOT0BQ3O)

Job Description

Senior Guest Relations Manager (

Job Number:

HOT0BQ3O )

Work Locations

Work Locations

: Conrad London St. James Hotel 22-28 Broadway London SW1H 0BH

WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS!

Conrad London St James is one of Hilton’s three global luxury brands and reflects the bold, inspired and personalised service we offer our guests. The hotel is renowned for its excellent service and is in thetop 5% of hotels in London and the Top 10% in the world.

A World of Rewards:

• Competitive
• A global travel program for team members
• Uniforms
• Meals whilst on duty
• To be part of a fabulous team

The hotel located in the heart of Westminster, as well as 256 beautifully appointed bedrooms our outlets within the hotel offer its teams the opportunity to join exciting food and drink concepts, with the standards and luxury service Conrad is famous for.

• The Blue Boar Pub, opened May 2021, which is a contemporary take on a British pub
• The Hedgerow, the hotel’s first cocktail bar, which takes inspiration from the beauty of the traditional British countryside
• The Pem, a glamourous and elegant restaurant in the centre of the hotel showcasing classic British cuisine using modern techniques
• The Orchard, for afternoon teas and lighter meals
• The Executive Lounge, an exclusive space dedicated to our most valued guests, providing a higher level of luxury and personalized service.
• Seven Meetings & Events Spaces, perfectly designed to host a wide range of gatherings and events, each space offers the same commitment to quality, luxury, and service excellence that define Conrad London St. James.

What will I be doing?

A Senior Guest Relations Manager manages the needs of VIP and long-stay Guests in order to ensure an exceptional Guest experience.

• Shift patterns are 4 on and 4 off (12 hours shift)
• 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 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
• Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty; 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 Front Office 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

Additional responsibilities:

• Serve as the main trainer for Forbes service standards , ensuring consistent delivery across the team and wider FOH division.
• Lead Health & Safety training initiatives relevant to Guest Relations and Duty Manager responsibilities.
• Own the full Duty Manager training journey , from onboarding to scenario-based upskilling, fostering a confident and proactive approach to guest engagement.
• Be the primary point of contact and operational lead for the hotel’s Fitness Centreand ensure cleanliness, availability, and elevated guest experiences in these spaces. Work with relevant teams to track usage, guest feedback, and improvement opportunities.

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

Travel:

St James Park Tube Station– District & Circle Line – across the road

Westminster Tube Station– Jubilee Line (4 Mins Walk)

Victoria Station(8 Mins Walk)

Waterloo Station(10 Mins Walk)

Job

Job

: Guest Services, Operations, and Front Office