Location
Hilton, Derbyshire | United Kingdom
Job description
WELCOME TO A WORLD OF OPPORTUNITIES AT THE WORLD'S #1 BEST WORKPLACE, AWARDED BY GREAT PLACE TO WORK & FORTUNE.
The Hilton London Canary Wharf is a modern, full service hotel with 282 Guestrooms in the heart of London’s financial district. Conveniently located just 2 minutes from South Quay DLR Station and 5 minutes from Canary Wharf underground station. Close to the City, Olympic park and the O2, the hotel welcomes a wide range of guests here on business and leisure. Consistently voted within the top 5 Hilton properties within the UK & Ireland.
A World of Rewards:
- Yearly Salary: £30,000 plus incentives from upsell
- Referral Bonus
- Go Hilton travel program
- Incentive programs / Bonus
- Holiday allowance that increases with length of service
- Sick pay that increases with length of service
- Opportunity to enrol in an apprenticeship
- Meals on duty
- Uniform provided / Laundry service dependent on role
Our industry is all about people so we are serious about taking care of our team members and support their career ambitions in an individualised way. The Hilton London Canary Wharf has a solid 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.
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 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
- Act in accordance with policies and procedures when working with front of house equipment and property management systems
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
- 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.
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Job tags
Salary
£30k per annum
