Guest Relations Manager

Join The Derby London City, Curio Collection by Hilton

The Derby London City, Curio Collection by Hilton is part of a portfolio of award-winning hotels owned by Dominus and managed by Dominus Hospitality. The hotel opened in April 2026 and joins Hilton’s prestigious Curio Collection in the UK, a global set of remarkable upper upscale hotels handpicked for their unique character and personality - each one a part of the fabric of the city it calls home.

In the heart of London’s historic financial district, “The Derby” resonates with charm and sophistication. The name, inspired by the iconic bowler hat – affectionately known as a “Derby” – pays homage to the City’s storied banking heritage.

The Derby offers 234 contemporary bedrooms, including 13 suites with panoramic city views. Guests can enjoy modern British dining with a twist at Rycrofte’s Restaurant, Coffee House and Bar, with options for private dining. The hotel also features boardroom‑style meeting spaces for 10–20 delegates, fully equipped with the latest technology, all in the heart of London’s Square Mile.

• Staff rate across all Hilton brands and across the Dominus hotel portfolio
• Your Inspirational Stay – a night in the hotel and enjoy dinner, bed and breakfast with a plus one (T&C's apply)
• Impact Day, paid day to support your charity of choice
• Development opportunity across the Dominus hotels portfolio, including Marriott and Hilton brands
• Staff events and recognition schemes
• Access to Employee Assistance Program (EAP)
• Season Travel Ticket Loan
• Cycle To Work Scheme
• Refer A Friend Scheme – get rewarded when they join the team
• A collaborative team culture where people thrive together and a place where you can be your true authentic self

We are looking for a confident and guest-focused
Guest Relations Manager to join the team at The Derby London City. This is a highly visible role at the heart of the hotel, where you will lead the guest experience through proactive engagement, personalised service, and effective service recovery. You will also act as Duty Manager and support daily hotel operations when required, acting on behalf of senior management to ensure smooth operations, guest safety, and exceptional service delivery.

• Maintain a strong presence in the lobby and guest-facing areas, proactively engaging with guests throughout their stay.
• Personally manage guest feedback and complaints, ensuring timely resolution and meaningful service recovery.
• Welcome and recognise VIP, repeat, and long‑stay guests, coordinating personalised arrangements and amenities.
• Support a safe and secure guest environment by ensuring Health & Safety and emergency procedures are adhered to at all times.
• Support the implementation of health & safety, security, and emergency procedures when required.
• Monitor guest satisfaction scores, reviews, and feedback, identifying trends and driving improvement actions.
• Promote hotel services, facilities, and Hilton Honors enrolment through confident guest interactions.

• Exceptional communication and interpersonal skills with a natural guest-first approach.
• Confident and professional in managing guest interactions, feedback, and service recovery.
• Calm, organised, and able to perform well under pressure.
• Strong awareness of health & safety and security procedures.
• Comfortable working across departments and supporting operational teams.
• Proficient with Hilton systems and knowledgeable of Hilton brand standards (desired).

• Previous experience in a guest-facing or supervisory role within a hotel or hospitality environment.
• Passionate about delivering exceptional guest experiences and creating memorable stays.
• Honest, ethical, and committed to maintaining high service standards.
• Flexible, approachable, and positive, with a can-do attitude.
• Confident taking responsibility and acting on behalf of senior leaders when required.
• Ambitious and motivated, with interest in developing into future leadership roles.
• Must have valid right to work in the UK, please note that the company does not currently hold a sponsorship licence, therefore sponsorship assistance is not available.

We are committed to a diverse and inclusive workplace. We welcome applications from all parts of the community.