Job Description - Guest Relations Manager (HOT0CI8M)
Job Number: HOT0CI8M
Work Locations
Hilton Cambridge City Centre, 20 Downing Street, Cambridge, CB2 3DT
What will I be doing?
* 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 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 guest or customer complaints promptly.
* 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 upselling and promoting when appropriate.
* Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods to enhance the overall image and warmth of the area for guests.
* Communicate with the Executive Lounge Manager and track and reward regular guests for their loyalty and creativity, choosing 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.
* 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.
Advantageous capabilities and distinctions:
* Previous experience in a customer service function or a similar role.
* Passion for delivering an exceptional level of guest service.
* High level of IT proficiency.
Benefits
* Competitive salary.
* Free healthy meals when on duty.
* Opportunities to 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.
* Team Member Travel Program: discounted hotel nights plus 50% off food and beverages.
* High street discounts via Perks at Work.
* Holiday: 28 days including bank holidays (increasing yearly up to 33 days).
* Discounted dental and health cover.
* Subsidised taxi scheme.
* Guest Experience Day after successfully passing probation.
* Modern and inclusive team member areas.
Job
Guest Services, Operations, and Front Office.
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