Guest Relations Executive Fixed Term
Guest Relations Executive Fixed Term
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Job Description
EOE/AA/Disabled/Veterans
WELCOME TO A WORLD OF OPPORTUNITIES AT THE UKs #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.
Please note that this is a maternity cover till the 28th of February 2026.
Hourly rate of 13.52 39 Hours a week
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
- 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
- Guest Experience Day after successfully passing probation
- Modern and inclusive Team Members areas
A Guest Relations Executive directly addresses the needs of VIP and longstay Guests and informs other Team Members of VIP/longstay Guest needs in order to ensure an exceptional Guest experience.
What will I be doing
As Guest Relations Executive you will directly address the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Executive 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 longstay 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 upselling 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 Executives 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:
- 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 in a similar role
- A passion for delivering an exceptional level of Guest service
- High level of IT proficiency
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 theres an extraordinary person working to make each Stay magical. Thats why at Hilton Every Job Makes the Stay.
Find out more about all our brands and hotels Hilton Brands Global Hospitality Company
Employment Type
Full-Time
