We're looking for an experienced and enthusiastic Guest Services Manager to join our team.
Description
Crimson Hotels is an independent hotel group dedicated to making every travel experience seamless, relaxing, and memorable.
Operating under two major brands, Hilton and IHG, offering trusted, world-class service, all our hotels are proudly Green Key Accredited, reflecting our commitment to sustainability.
DoubleTree by Hilton Hotel London – Victoria
DoubleTree by Hilton Hotel London – Victoria is a contemporary 4-star property featuring 251 bedrooms, including 7 elegant suites.
Perfectly situated opposite Victoria Station, it offers unmatched access to London's top attractions, from Buckingham Palace and Westminster Abbey to the West End.
Terminus Kitchen & Bar serves modern European cuisine, while the stylish bar and lounge provide relaxed spaces to unwind.
With its prime central location, the hotel combines comfort, style, and convenience ideal for both business and leisure stays.
Our Values
We care deeply about our people and communities, empower each other to grow and succeed, embrace inclusivity creating a welcoming environment for all, innovate to continuously improve, and remain sustainable to protect our future.
Why Join Us?
We believe great people deserve great perks:
Exclusive hotel discounts within the Crimson Hotel Group
Staff rate discounts Hilton worldwide
Extra Day Off for Your Birthday – Because your day matters
Employee Assistance Programme and wellbeing
Free refreshments and freshly cooked meals while on duty
Learning and development opportunities for career progression
Health Benefit schemes
Recognition and reward schemes
Pension Scheme & Life Assurance
Discounts in our F&B Outlets
We're looking for an experienced and enthusiastic Guest Services Manager to join our team, who will drive high level of service, satisfaction and loyalty among our guests.
Responsible for the Guest Relations department with the support of their Managers, this role will be the main point of contact for guest services and act as the hotel's guest ambassador ensuring the highest of luxury standards are delivered with a feeling of comfort, warmth and friendliness.
The Role
Drive high levels of service, satisfaction and loyalty amongst guests and be the "go to" department for guests where everything will happen
Be the proactive point of contact for guests, pre, during and post stay
Effectively lead the communication pertaining to guests throughout the hotel, liaising professionally and timely with all departments
Be the caretaker for suite guests, special occasion guests, and long stay guests
Meet and entertain guests and VIP's, building relationships with them encouraging repeat custom
Analyse, review and respond to Social Media and guest internal and external feedback platforms within 48 hours in a professional manner and gain an understanding on where and how improvements can be made
Monitor, communicate and follow-up guest complaints
To maintain and update guest's history and profiles with accurate information
Track and drive the hotel's guest return ratio, building a loyalty of guests
Refresh and drive the VIP programme and standards and constantly review performance of it
Coordinate and implement the children's and family program across all departments
Coordinate and implement the guest preferences program across all departments
Responsible for the look, feel and service of the hotel lobby and library
Assist Front Office with check-in and check-out during busy periods
Promote the hotel's facilities to all guests and visitors
Assist with hotel showarounds
What You'll Bring?
You will have previous experience in a similar role.
You are confident working on your own initiative, able to prioritise multiple tasks, and respond flexibly to varying situations and requests.
A proactive, can-do attitude, adaptability, and commitment to maintaining the highest standards are essential.
You will also demonstrate excellent communication skills in English, a professional, well-presented appearance, and the ability to work collaboratively with colleagues across all departments.
Our team is very diverse.
From newcomers making their way to the industry to some of the most experienced professionals in London.
We promote a strong culture where quality interactions, excellent service and fun dominate our day to day.
Ready to make a difference?
Apply now and let's create meaningful experiences
Eligibility
In line with the requirements of the Asylum & Immigration Act ****, all applicants must either be eligible to live and work in the UK or must obtain permits to work in the UK prior to application.
Documented evidence of eligibility will be required from candidates as part of the recruitment process.
We embrace inclusivity which means creating an environment where we celebrate our differences and everybody's contributions, regardless of age, gender, race, ethnicity, disability, sexual orientation, social background, religion or belief.
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