Guest Experience Manager

Job description

WELCOME TO A WORLD OF OPPORTUNITIES   AT THE WORLD'S #2 BEST WORKPLACE, AWARDED BY GREAT PLACE TO WORK & FORTUNE. 

A new era begins at the London Hilton on Park Lane.

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. Soaring high above Park Lane, the hotel is famed for its unparalleled five-star luxury. With 453 spacious guest rooms, including 56 suites and a Presidential Suite, there is something for all. 

2023 was the hotel’s 60 th  anniversary, which has seen the refurbishment of Executive rooms and suites as well as a re-development of the lobby level, including a brand new restaurant and bar.

Salary: ranging between £35,000 and £37,500 per year (depending on experience)

BENEFITS

·        28 days paid holiday increasing with service

·        Exclusive high-street discounts through Perks at Work portal

·        Industry-leading Team Member discounts on hotel stays for you, your family and friends

·        Access to leadership and development programmes through Hilton University

·        Exceptional Career opportunities and wellbeing programmes to help you thrive in the workplace

·        Reward programmes, incentives and team member recognition, as well as long service awards

·        50% off in Hilton restaurants and bars (subject to individual outlets)

·        Refer a Friend Scheme

·        Uniforms provided and laundered complimentary

·        Free meals on shift

 

What will I be doing?

·  You will join the Front of House Team, in the Executive Lounge area of the hotel
·  Serve as the main point of contact for VIP and long-stay Guests and ensure hotel departments are fully briefed on their requirements
·  Manage, record and resolve promptly Guest or customer complaints
·  Ensure a very high level of customer service is constantly maintained
·  Maintain good communication and work relationships in all hotel areas
·  Maintain staffing levels to meet business demands
·  Comply with hotel security, fire regulations and all health and safety legislation
·  Assist with other departments, as necessary

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
·  Flexibility to respond to a variety of different work situations 


ELIGIBILITY

·  In line with the Asylum and Immigration Act 1996, all applicants must have the eligibility to live and work in the United Kingdom.
·  Documentation is required at interview stage (for EU Nationals share code requested to check EU Settled/Pre-Settled status)