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Job Description
Position
Waldorf Astoria London - Admiralty Arch is seeking a Guest Relations Manager to join the pre-opening team for this highly anticipated new luxury hotel opening later this year.
About the Role
This is a unique opportunity for an experienced luxury hospitality leader to join the founding team and help shape the guest experience at this landmark hotel.
Location
Located at the end of The Mall opposite Buckingham Palace, Waldorf Astoria London – Admiralty Arch will feature 100 elegant rooms and suites and 17,500 sqft of private residences. The hotel will open with two signature restaurants - Coreus by Clare Smyth and Café Boulud by Daniel Boulud - bringing together two of the world’s most celebrated Michelin-starred chefs. Guests will also enjoy a world-class spa, state-of-the-art fitness facilities, and a collection of grand event spaces, including a ballroom for up to 320 guests.
About the Brand
Waldorf Astoria Hotels & Resorts is Hilton’s flagship luxury brand, known for its timeless elegance, iconic properties, and sincerely elevated service that delivers bespoke, once-in-a-lifetime experiences in the world’s most sought-after destinations.
Why Join Us
A World of Rewards
- Complimentary, nourishing meals provided while on duty
- Exceptional development programmes, designed to support and accelerate your growth at every stage
- Opportunities to make a meaningful impact through our industry-leading Corporate Responsibility initiatives
- Team Member Travel Programme, offering exclusive discounted stays and 50% off food & beverage
- High street savings through Perks at Work
- 28 days’ holiday, including bank holidays, rising to 33 days with length of service
Proud to Be Ranked #1 Great Place to Work 2026 in the UK
Proudly voted by our Team Members
Responsibilities
As a Guest Relations Manager, you will be entrusted with managing the needs of our Guests and overseeing their journey from arrival to departure, creating impeccable first impressions and lasting connections. You will perform the following responsibilities to the highest luxury hospitality standards:
- Personally welcome, greet, and assist Guests upon arrival, ensuring a warm, polished, and memorable experience
- Act as the principal point of contact for VIP Guests, ensuring all relevant departments are fully informed of preferences, expectations, and special arrangements
- Engage with Guests to proactively seek feedback, responding to enquiries and requests with discretion, efficiency, and warmth
- Serve as a dedicated liaison for Guests ensuring comfort, familiarity, and a sense of belonging throughout their stay
- Manage, document, and resolve Guest feedback or concerns promptly, professionally, and empathetically
- Demonstrate comprehensive knowledge of the hotel’s facilities and services, identifying discreet opportunities to enhance the Guest experience through thoughtful up-selling and promotion
- Introduce creative and tasteful ideas for lobby and reception seasonal décor, enhancing ambience, elegance, and a sense of occasion
- Recognise and reward loyal and repeat Guests, tailoring gestures in line with Guest preferences while adhering to budget guidelines
- Foster positive communication and professional relationships across all hotel departments
- Ensure appropriate staffing levels are maintained to meet operational and service demands
- Attend and actively contribute to leadership meetings
- Ensure full compliance with hotel security procedures, fire regulations, and all health and safety legislation
- Operate front-of-house systems and property management platforms in line with brand policies and procedures
- Support other departments as required to ensure seamless hotel operations
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What We Are Looking For
Guest Relations Managers Serving Hilton’s Brands Consistently Act On Behalf Of Our Guests, Working Collaboratively With Colleagues To Deliver Exceptional Standards Of Service. The Successful Candidate Will Demonstrate The Following Attributes, Behaviours, And Capabilities:
- Previous managerial experience within a customer-focused or service-driven role
- The ability to listen attentively, anticipate needs, and respond confidently to high-expectation Guests
- Exceptional leadership, interpersonal, and communication skills
- Strong accountability, resilience, and emotional intelligence
- A genuine commitment to delivering consistently elevated Guest experiences
- The ability to perform effectively under pressure in a fast-paced luxury environment
- Flexibility and adaptability across a variety of operational scenarios
Get help with your application
Your very own career expert that helps elevate your application to the next level.
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Proven experience within a luxury hospitality environment
- A genuine passion for creating memorable, personalised Guest experiences
- A high level of IT proficiency
Qualifications
What It Takes to Make the Stay
At Hilton, Our Core Values Define What It Takes To Succeed Here And Guide The Qualities We Look For In Every Team Member
- A passion for spreading the light and warmth of Hospitality.
- Acting with Integrity and always doing the right thing.
- Inspiring others through Leadership.
- A belief that Teamwork drives the best outcomes.
- A sense of Ownership and accountability.
- And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
About Us
Join an Award-Winning Workplace Culture
At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.
Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.
Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.
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