Guest Service Manager

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.

As a Guest Services Manager youll be responsible for managing the guest services team and ensuring that guests receive exceptional service throughout their stay. Key responsibilities include overseeing front desk operations managing reservations handling guest complaints and ensuring the cleanliness and maintenance of guest rooms and common areas. Youll be responsible for managing the budget for the department hiring and training staff and developing and implementing guest service policies and addition you will be responsible for maintaining positive relationships with guests and ensuring that the hotels reputation for excellent customer service is upheld.

As Guest Services Manager youll play a crucial role in ensuring that guests have a first class enjoyable and comfortable stay.

Oversee the entire Front Office operation to maintain high standards
Serve as a point of contact for regular and VIP Guests
Complete Duty Manager duties
Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
Understand and demonstrate correct procedures regarding the acceptance of foreign currencies credit cards and cash in accordance with the hotel credit policy
Represent the Front Office Manager and other senior managers in their absence taking full responsibility of the hotel
Manage record and promptly resolve issues or emergencies that arise
Demonstrate current knowledge of hotel products services pricing and policies as well as knowledge of the local area
Act in accordance with all security and emergency procedures and manage the instigation of these as required
Compile adequate handover to staff / other Guest Service Manager
Attend appropriate training courses when required and assist with the Teams training and development efforts
Act in accordance with policies and procedures when working with front of house equipment and property management systems
Conduct annual and mid-year Appraisals with Team Members
Conduct Health and Safety Checks and DM Walks and maintain a good status awareness of all hotel areas
Assist other departments as necessary

What are we looking for

Guest Service 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:

• Youll have prior experience in managing a hotel front office or similar position with a good understanding of hotel operations including reservations check-in and check-out procedures and customer service.
• As Guest Services Manager you should have excellent communication and interpersonal skills to effectively manage staff and interact with guests. You should be able to provide guidance and feedback to staff members and handle customer complaints and queries in a professional manner.
• Strong leadership and organisational skills to effectively recruit manage and motivate staff members. You should be able to set goals and objectives delegate tasks and monitor performance to ensure that the front office operates smoothly and efficiently.
• Were looking for you to have a good understanding of hotel software and systems including property management systems (PMS) booking engines and customer relationship management (CRM) tools. Youll be able to use these tools to manage reservations track guest preferences and feedback and analyse performance data.

At Hilton Heathrow T5 we recognise that people are the heart of our business. As a Global leader we are committed to representing our global community and offering everyone A Place to Grow

So click apply today wed love to welcome you to our inclusive team shaping the future of hospitality.