A fully refurbished contemporary 248 room hotel next to iconic Tower Bridge in the heart of historic London. Its location between the HMS Belfast and the Shard makes it a well-known and ideal accommodation for business travellers and families. The hotel boasts 2 floors of modern meetings and events spaces with views over More London estate. Its main restaurant, called 1751, offers a mixture of modern British and International cuisine. In addition, the Two Ruba bar provides a wide range of sophisticated and expertly crafted cocktails and drinks for the guests. This endeavour for a perfect service makes employment in the hotel an outstanding career opportunity for every hospitality professional who wants to learn new tricks or extend existing skills. Since the hotel sits just right next to the London Bridge station, which connects to the London Underground network via Northern and Jubilee Line, and London bus network via several bus routes, it can be reached easily from almost every direction and distance. Hilton was voted 1 Great places to work in 2021 with Hilton London Tower Bridge scoring consistently high in guest satisfaction an employee satisfaction surveys in UK & I region. We are all about people and we are serious about taking care of our team members and support their career ambitions in an individualised way. The Hilton London Tower Bridge has a track record in developing people at all levels for longer term careers. We also welcome those that are looking for flexibility around their lives outside of work with flexible hours and a range of contracts to suit. 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. Annual Salary £28,500 A WORLD OF REWARDS 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) Guest Experience Day\: 1 night stay with dinner and breakfast after successfully passing probation 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 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 WHAT MAKES US SPECIAL IS WHO WE ARE, AND WE ARE HILTON! H ospitality I ntegrity L eadership T eamwork O wnership N ow The most recognized name in the industry, Hilton remains synonymous with the word “hotel.” From inaugural balls and Hollywood awards galas to business events and days to remember, Hilton is where the world makes history, closes the deal, toasts special occasions and gets away from it all. Find out more about all our brands and hotels - Hilton Brands | Global Hospitality Company EOE/AA/Disabled/Veterans