Assistant Guest Experience Manager - London Hilton on Park Lane
- 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
- 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
- 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
- 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
- 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
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