Guest Relations Manager

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.

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.

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.

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.

Proudly voted by our Team Members

• 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

We are looking for hospitality professionals who are passionate about delivering an exceptional fives star guest experience, consistently upholding the worldclass service standards recognised by Forbes.

A Guest Relations Manager curates exceptional, highly personalised experiences for our Guests, ensuring their individual preferences and requirements are seamlessly communicated across all hotel departments to deliver an outstanding stay.

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

Guest Relations Managers serving Hiltons brands consistently…