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Guest Relations Manager
Canopy by Hilton London City, 11-15 Minories London, London (Central), London, EC3N 1BJ
Guest Relations Manager - Canopy by Hilton London City
About You
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You have at least 2 years’ experience in upscale hotels in a Front of House role. In particular, you:
- Express enthusiasm, energy and positive vibes within the organisation and always act according to company ethics and values.
- Demonstrate a positive leadership style and creative thinking.
- Are a strong relationship builder and confident in decision-making.
- Are passionate about providing exceptional customer service, lead by example, and create a positive atmosphere for the team.
- Have outstanding planning skills and are able to manage multiple projects simultaneously with close attention to detail and flexibility.
- Are fully knowledgeable about daily Front of House operations within an upscale hotel.
- Serve as a role model, demonstrating appropriate behaviours and leading from the front with a positive, can-do attitude.
- Encourage and build mutual trust, respect and cooperation among team members.
- Have the right to work in the UK (documented evidence of eligibility will be required).
About The Role
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As Guest Relations Manager at Canopy by Hilton London City, you will:
- Coordinate VIP requirements on a daily basis (VIP reports, room inspections, amenities, room decorations for special occasions, handwriting welcome letters, arranging welcome gifts, etc.).
- Guide our Collaborative to achieve our goal of being in the top 25 TripAdvisor-recommended hotels in London.
- Maintain constant contact with guests before arrival, during their stay and post-departure to understand their level of satisfaction.
- Seek opportunities to surprise and delight our guests.
- Strive to continually improve guest and employee satisfaction while maximising the financial performance of the department.
- Act upon guest feedback to continuously enhance the guest experience by communicating effectively with all departments.
- Ensure guest feedback and preferences are accurately updated in CRM profiles for future reference.
- Remain fully knowledgeable of daily hotel performance and activity (occupancy, average room rate, TripAdvisor ranking, reviews, in-house groups, media, influencers and other VIPs), and lead morning meetings to share this information with the management team.
- Promote and nurture positive relationships within the local area, strengthening our position in the marketplace.
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About The Hotel
Canopy by Hilton London City is part of the 4C Hotel Group, an international hotel operator and developer. Our core values are Care, Constant Innovation, Communication and Conscience. At 4C Hotels, we believe in nurturing opportunities for people to grow and develop in order to reach their true potential, both within our industry and the broader community.
Canopy is an upscale lifestyle brand of Hilton and is an energising hotel in the neighbourhood, offering simple, guest-directed service, thoughtful local choices and surprisingly comfortable spaces so guests feel better going forward. We create positive stays.
Canopy London City is due to open this summer with 340 bedrooms, a destination restaurant, a ground floor café bar and a rooftop bar with views across the city. The hotel is the first under Hilton’s Canopy brand in the UK.
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What We Offer Our Enthusiasts
- Employee and Friends & Family rates across Hilton Hotels and 4C Group Hotels worldwide
- F&B discounts of up to 50% in our Canopy London City restaurants and bars
- 28 days’ holiday inclusive of bank holidays, increasing with length of service
- Birthday bonus: choice of £50 or one additional day of holiday
- Free access to the Perkbox platform with discounts of up to 30% and 50% on retail, entertainment and travel
- Free medical healthcare plan (Health Cash Plan), providing access to dental, optical and physiotherapy support
- Recruit a Friend scheme
- Cycle to Work and Tech schemes
- Workplace pension scheme
- Free access to Hospitality Action services (financial, legal and mental health support)
- Free uniform and meals on duty
- Continuous learning and development opportunities with recognised UK and US institutes such as E-Cornell, LinkedIn Learning and Hilton University
- Recognition awards programme and social events to keep you connected with Canopy London City and our EPIC team
- Opportunities to be involved in charity and community events
(Terms and conditions apply to all benefits.)
If you feel you have the skills and experience outlined above, we would love to hear from you. Apply now to join the Canopy by Hilton London City Collaborative.
4C Group is an equal opportunities employer, committed to hiring a diverse workforce and sustaining an inclusive culture.
No agencies please.
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