Assistant Guest Experience Manager

Job description

Located in the heart of Mayfair, London Hilton on Park Lane was the first Hilton to open within the UK and is close to all that London has to offer, whether it be musicals, Royal Parks or world famous landmarks. Find us overlooking Hyde Park, within half a mile of Green Park and Buckingham Palace, and only one tube stop from Big Ben and the London Eye. Soaring high above the city streets, the hotel is famed for its unparalleled five star luxury. With 453 spacious guest rooms, including 56 suites and a Penthouse Suite, there is something for all.   

The 28th floor restaurant, Galvin at Windows, offers fine dining and views spanning London. On the same floor, 10 Degrees Sky Bar serves expertly crafted mixology. The ground level is home to Podium Restaurant and bar, where breakfast, lunch, dinner and award winning afternoon tea is served. The hotel is also home to Wyld by Nature; an eco-friendly nightclub with sustainability at its core.  

Here at London Hilton on Park Lane, we create heartfelt experiences for all our Guests and meaningful opportunities for all our Team Members. This has led to Hilton being consistently recognised as “Great Places to Work.”  

This is not just a job. We offer you an exceptional career alongside a path to self-discovery and growth. 

An Assistant Guest Experience 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?

As an Assistant Guest Experience 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. An  Assistant Guest Experience 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?

Assistant Guest Experience Manager 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 will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!