Job Description - Assistant Guest Experience Manager (HOT0BKFM)Job DescriptionJob Number:Assistant Guest Experience Manager (Job Number:HOT0BKFM )Work LocationsWork Locations: London Hilton on Park Lane 22 Park Lane London W1K 1BEWELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS!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 redevelopment of the lobby level, including a brand new restaurant and bar.Yearly Salary ranging from £30,000 up to £31,262.BENEFITS28 days paid holiday increasing with serviceExclusive high-street discounts through Perks at Work portalIndustry-leading Team Member discounts on hotel stays for you, your family and friendsAccess to leadership and development programmes through Hilton UniversityExceptional Career opportunities and wellbeing programmes to help you thrive in the workplaceReward programmes, incentives and team member recognition, as well as long service awards50% off in Hilton restaurants and bars (subject to individual outlets)Refer a Friend SchemeUniforms provided and laundered complimentaryFree meals on shiftWhat will I be doing?Meet, greet and direct Guests who enter the lobby areaServe as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirementsSeek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient mannerServe 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 RelationsEnsure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive LoungeDemonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriateShow 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 GuestCommunicate 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 budgetWhat are we looking for?Previous managerial experience in a customer service functionAn ability to listen and respond to demanding Guest needsExcellent leadership, interpersonal and communication skillsAccountable and resilientCommitment to delivering a high level of customer serviceAbility to work under pressureFlexibility to respond to a variety of different work situationsIt 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 roleA passion for delivering an exceptional level of Guest serviceHigh level of IT proficiencyEVERY 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, there’s an extraordinary person working to make each Stay magical.That’s why at Hilton, Every Job Makes the Stay.JobJob: Guest Services, Operations, and Front Office
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