Guest Relations Executive

Guest Relations Executive
- Canopy by Hilton London City About You

You have at least 1 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).

As Guest Relations Executive at Canopy by Hilton London City, you will:

• You will be a lead operations of reception, including check‑in/out procedures.
• Support team members in handling guest requests and inquiries to ensure a positive outcome is achieved. Resolve, or if necessary, report all complaints and concerns, and follow up on solutions within the timeframe set by the brand.
• Ensure that the Front Office team is fully aware of feedback from guests.
• 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 Trip Advisor‑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.

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.

• 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, Linked In 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.)

4C Group is an equal opportunities employer, committed to hiring a diverse workforce and sustaining an inclusive culture.