1,056 Guest Service Agents jobs in the United Kingdom

**WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK's #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS!-** No two days or two hotels are the same, but our spirit and passion for hospitality always brings all our teams together to create a culture of inclusiveness, positivity and drive to achieve our common goal. "To share the light and warmth of hospitality". With amazing training, resources and support from both managers and colleagues, there is always an opportunity to develop and grow.
**A WORLD OF REWARDS**
· **Hourly Rate of £13.44**
· **Free and healthy** **meals** when on duty
· **Grow your Career** !
· **Personal Development** programmes designed to support you at every step of your career
· **A chance to make a difference** through our Corporate Responsibility programmes - Find out what and how we are doing ( **Team Member Travel Program:** discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)
· **Team Member Referral Program**
· **High street discounts:** with Perks at Work
· **Holiday:** 28 daysincluding bank holidays (increasing yearly to up to 33 days)
· **Discounted dental and health cover**
· **Subsidised Taxi** Scheme
· **Guest Experience Day** after successfully passing probation
· **Modern and inclusive** Team Member's areas
A Guest Relations Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience. **Shift pattern: 6:00 AM - 2:00 PM or 2:00 PM - 10:00 PM.**
**What will I be doing?**
As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
+ Meet, greet and direct Guests who enter the lobby area
+ Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
+ Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
+ Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations
+ Manage, record and resolve promptly Guest or customer complaints
+ Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge
+ Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
+ Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
+ Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget
+ Maintain good communication and work relationships in all hotel areas
+ Maintain staffing levels to meet business demands
+ Attend all Reception meetings and Executive Lounge Meetings
+ Comply with hotel security, fire regulations and all health and safety legislation
+ Act in accordance with policies and procedures when working with front of house equipment and property management systems
+ Assist with other departments, as necessary
**What are we looking for?**
Guest Relations Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
+ Previous managerial experience in a customer service function
+ An ability to listen and respond to demanding Guest needs
+ Excellent leadership, interpersonal and communication skills
+ Accountable and resilient
+ Commitment to delivering a high level of customer service
+ Ability to work under pressure
+ Flexibility to respond to a variety of different work situations
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
+ Previous experience in a customer service function or a similar role
+ A passion for delivering an exceptional level of Guest service
+ High level of IT proficiency
**EVERY JOB MAKES THE STAY.**
At Hilton, It Matters Where You Stay, but The Stay is only one side of the story.
We know it takes hundreds of jobs to create unforgettable experiences for our guests - and behind every job, there's an extraordinary person working to make each Stay magical. That's why at Hilton, Every Job Makes the Stay.
**Find out more about all our brands and hotels -** **Hilton Brands | Global Hospitality Company**
**Job:** _Guest Services, Operations, and Front Office_
**Title:** _Guest Relations Manager_
**Location:** _null_
**Requisition ID:** _HOT0C0QL_
**EOE/AA/Disabled/Veterans**

**WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK's #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS! -** No two days or two hotels are the same, but our spirit and passion for hospitality always brings all our teams together to create a culture of inclusiveness, positivity and drive to achieve our common goal. "To share the light and warmth of hospitality". With amazing training, resources and support from both managers and colleagues, there is always an opportunity to develop and grow.
# **HOT0AA0E**
#
**Hourly rate** of £13.20 an hour
Please note, this role follows a 4 on, 4 off 12 hour shift Pattern (8AM -8PM).
**A WORLD OF REWARDS**
+ **Incentive scheme**
+ **Smart uniform** **provided** andlaundered
+ **Free, healthy** **and high quality** **meals** when on duty
+ **Grow your Career**
+ **Personal Development** programmes designed to support you at every step of your career
+ **A chance to make a difference** through our Corporate Responsibility programmes - Find out what and how we are doing ( **Team Member Travel Program:** discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)
+ **Team Member Referral Program**
+ **Discounted dental and health cover**
+ **High street discounts:** with Perks at Work
+ **Free car park**
+ **Subsidised Taxi** between 12am and 7am
+ **Holiday:** 28 daysincluding bank holidays (increasing yearly to up to 33 days)
+ **Guest Experience Day:** 1 night stay with breakfast and dinner
+ **Modern and inclusive** Team Member's areas
A Guest Relations Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.
**What will I be doing?**
As a Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
+ Cover Duty Manager shifts
+ Meet, greet and direct Guests who enter the lobby area
+ Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
+ Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
+ Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations
+ Manage, record and resolve promptly Guest or customer complaints
+ Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge
+ Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
+ Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
+ Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget
+ Maintain good communication and work relationships in all hotel areas
+ Maintain staffing levels to meet business demands
+ Attend all Reception meetings and Executive Lounge Meetings
+ Comply with hotel security, fire regulations and all health and safety legislation
+ Act in accordance with policies and procedures when working with front of house equipment and property management systems
+ Assist with other departments, as necessary
**What are we looking for?**
Guest Relations Managerserving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
+ Previous managerial experience in a customer service function
+ An ability to listen and respond to demanding Guest needs
+ Excellent leadership, interpersonal and communication skills
+ Accountable and resilient
+ Commitment to delivering a high level of customer service
+ Ability to work under pressure
+ Flexibility to respond to a variety of different work situations
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
+ Previous experience in a customer service function or a similar role
+ A passion for delivering an exceptional level of Guest service
+ High level of IT proficiency
**EVERY JOB MAKES THE STAY.** At Hilton, It Matters Where You Stay, but The Stay is only one side of the story. We know it takes hundreds of jobs to create unforgettable experiences for our guests - and behind every job, there's an extraordinary person working to make each Stay magical. That's why at Hilton, Every Job Makes the Stay.
**Find out more about all our brands and hotels -** **Hilton Brands | Global Hospitality Company**
**Job:** _Guest Services, Operations, and Front Office_
**Title:** _Guest Relations Manager_
**Location:** _null_
**Requisition ID:** _HOT0C02M_
**EOE/AA/Disabled/Veterans**

Our client, a prestigious hospitality establishment, is seeking an experienced and charismatic Guest Relations Manager to lead their guest services team in Nottingham, Nottinghamshire . This role is pivotal in ensuring an exceptional guest experience, from arrival to departure. You will be responsible for overseeing all aspects of guest services, handling inquiries and complaints with professionalism and efficiency, and fostering a welcoming atmosphere. The ideal candidate will have a passion for hospitality, a keen eye for detail, and outstanding interpersonal skills. This position requires a proactive individual dedicated to upholding the highest standards of service and contributing to the establishment's reputation for excellence.

Key Responsibilities:

• Manage and lead the guest relations team, providing training and motivation.
• Oversee the front desk operations, ensuring smooth check-in and check-out processes.
• Handle guest inquiries, requests, and complaints promptly and effectively, resolving issues to ensure guest satisfaction.
• Develop and implement strategies to enhance the overall guest experience.
• Maintain a high standard of service throughout the establishment.
• Liaise with other departments (e.g., Housekeeping, Food & Beverage) to ensure seamless service delivery.
• Conduct regular guest satisfaction surveys and analyse feedback to identify areas for improvement.
• Manage VIP guests and ensure their needs are met.
  
• Maintain up-to-date knowledge of local attractions and services to assist guests.
• Ensure compliance with all health, safety, and hygiene regulations.
• Assist in the planning and execution of special events and promotions.

Qualifications and Skills:

• Proven experience in a Guest Relations, Front Office Management, or similar role within the hospitality industry.
• Excellent understanding of hotel operations and customer service principles.
• Strong leadership and team management abilities.
• Exceptional communication, interpersonal, and problem-solving skills.
• Ability to remain calm and professional under pressure.
• Proficiency in hotel management software (PMS) and MS Office.
• A genuine passion for providing outstanding guest experiences.
• Flexibility to work varied shifts, including evenings, weekends, and public holidays.
• A proactive approach and a keen eye for detail.
• Relevant hospitality qualifications are an advantage.

This role requires your presence at our client's establishment in Nottingham, Nottinghamshire , and is not a remote position. Our client offers a dynamic work environment, opportunities for career advancement, and the chance to be part of a renowned hospitality brand. If you are a service-oriented professional with a dedication to excellence, we invite you to apply.

Our client, a prestigious hotel in the heart of **Brighton, East Sussex, UK**, is seeking an experienced and charismatic Guest Relations Manager to elevate the guest experience to unparalleled heights. This role is critical in ensuring every guest feels welcomed, valued, and enjoys a seamless stay. The ideal candidate will possess exceptional interpersonal skills, a keen eye for detail, and a passion for delivering outstanding customer service within the vibrant hospitality and tourism sector. You will be the primary point of contact for discerning guests, anticipating their needs and proactively resolving any issues to maintain the hotel's reputation for excellence.
Key Responsibilities:

• Oversee and manage all guest relations functions, including check-in, check-out, and concierge services.
• Act as the main point of contact for VIPs, returning guests, and resolve complex guest complaints swiftly and efficiently.
• Develop and implement strategies to enhance guest satisfaction and loyalty programs.
• Train and lead the front desk and concierge team, ensuring high standards of service are met.
• Coordinate with other hotel departments (e.g., Housekeeping, Food & Beverage, Maintenance) to ensure guest requests are fulfilled promptly.
• Manage guest feedback channels, including online reviews and internal surveys, and implement improvements based on findings.
• Maintain a thorough knowledge of the hotel's facilities, services, and local attractions to provide accurate information and recommendations.
• Handle billing inquiries and ensure accuracy in all financial transactions related to guest accounts.
• Conduct regular departmental meetings to communicate goals, share updates, and foster a positive team environment.
• Proactively identify opportunities to personalize the guest experience and create memorable stays.

Qualifications and Skills:

• Proven experience in a similar guest-facing role within the hotel industry, preferably in a luxury setting.
• Strong understanding of hotel operations and reservation systems (PMS).
• Excellent communication, negotiation, and conflict-resolution skills.
• Exceptional leadership and team management abilities.
• Proficiency in multiple languages is a significant advantage.
• A calm and professional demeanour, even under pressure.
• Ability to work flexible hours, including weekends and holidays, as required by the operational needs of a 24/7 hotel.
• A genuine passion for hospitality and a commitment to service excellence.
• Strong organisational skills and the ability to multitask effectively in a fast-paced environment.
• Knowledge of **Brighton, East Sussex, UK** and its attractions is highly desirable.

This role offers a competitive salary, benefits package, and the opportunity to work in a beautiful seaside location. If you are a dedicated hospitality professional with a flair for customer service, we want to hear from you.

Our client, a highly-regarded establishment in the hospitality sector, is seeking an exceptional Guest Relations Manager to join their team in Portsmouth, Hampshire, UK . This vital role is responsible for ensuring outstanding guest experiences, from initial contact through to post-stay follow-up. You will be the primary point of contact for guest inquiries, concerns, and special requests, demonstrating empathy, efficiency, and a commitment to service excellence. Key responsibilities include managing guest feedback, resolving complaints promptly and effectively, and implementing service improvement initiatives based on guest interactions. You will also oversee the reception and concierge services, ensuring seamless operations and a warm, welcoming atmosphere. Developing and maintaining strong relationships with guests, anticipating their needs, and personalizing their stays will be paramount. The ideal candidate will have a passion for hospitality, a natural ability to connect with people, and a meticulous eye for detail. You must possess excellent communication, problem-solving, and interpersonal skills. A proven background in a similar role within the hotel or luxury service industry is essential. This is a hands-on position requiring a proactive and positive attitude, along with the ability to work effectively under pressure in a fast-paced environment. You will be expected to uphold the highest standards of customer service and contribute to the hotel's reputation for excellence. This role is based on-site in Portsmouth, Hampshire, UK , offering a unique opportunity to be at the heart of exceptional guest care.

Our client, a prestigious boutique hotel, is seeking an experienced and charismatic Guest Relations Manager to lead their guest services team in Reading, Berkshire, UK . This role is central to delivering an exceptional and personalized guest experience, ensuring every visitor feels welcomed, valued, and well-cared for throughout their stay. You will be responsible for overseeing the front desk operations, managing guest inquiries and feedback, resolving complaints promptly and effectively, and implementing service standards that exceed expectations. The ideal candidate will have a passion for hospitality, a keen eye for detail, and outstanding interpersonal and communication skills. You will work closely with various hotel departments, including housekeeping, food and beverage, and concierge services, to ensure seamless coordination and delivery of services. Key responsibilities include training and motivating the guest relations team, developing and maintaining guest loyalty programs, handling VIP arrangements, and managing online reputation and guest reviews. A proven track record in hotel management or a similar guest-facing role is essential. You should be adept at handling challenging situations with grace and professionalism. This hybrid role allows for a balanced approach, with key days spent on-site at our beautiful Reading property to engage directly with guests and staff, and some remote administrative tasks. This is a fantastic opportunity to make a significant impact on guest satisfaction and contribute to the hotel's reputation for excellence. Join a dedicated team committed to creating memorable experiences.

Key Responsibilities:

• Lead and manage the Guest Relations team, including training, scheduling, and performance evaluation.
• Oversee all front desk operations to ensure efficient check-in and check-out processes.
• Act as the primary point of contact for guest inquiries, requests, and issues.
• Resolve guest complaints and concerns promptly and professionally, ensuring guest satisfaction.
• Develop and implement exceptional customer service standards and procedures.
• Manage guest loyalty programs and initiatives to foster repeat business.
• Coordinate with other hotel departments to ensure seamless service delivery.
• Handle special requests and arrangements for VIP guests.
• Monitor and respond to online guest reviews and feedback across various platforms.
• Contribute to the hotel's marketing and sales efforts by providing a superior guest experience.

Qualifications:

• Proven experience (5+ years) in a supervisory or management role within the hospitality industry, preferably in guest relations or front office management.
• Strong understanding of hotel operations and customer service principles.
• Excellent interpersonal, communication, and problem-solving skills.
• Ability to remain calm and professional under pressure.
• Proficiency in hotel management software (PMS) and CRM systems.
• Leadership qualities with the ability to motivate and inspire a team.
• A genuine passion for delivering outstanding guest experiences.
• Flexibility to work varied shifts, including weekends and holidays, as required by business needs.
• Relevant diploma or degree in Hospitality Management or a related field is preferred.

Our client is seeking a charismatic and highly professional Guest Relations Manager to elevate the guest experience at their prestigious establishment in **Birmingham, West Midlands, UK**. This role is central to ensuring that every guest receives exceptional service, fostering loyalty and maintaining the highest standards of hospitality. You will be the primary point of contact for guest inquiries, special requests, and issue resolution, embodying the brand's commitment to excellence.

Key responsibilities include:

• Overseeing and coordinating all guest services operations to ensure a seamless and memorable experience.
• Acting as the first point of contact for guests, addressing inquiries, concerns, and special requests promptly and courteously.
• Developing and implementing strategies to enhance guest satisfaction and loyalty.
• Managing the guest feedback process, including actively soliciting feedback and addressing comments and complaints effectively.
• Liaising with various hotel departments (e.g., Front Desk, Housekeeping, Food & Beverage) to ensure coordinated service delivery.
• Organising and overseeing special events, amenities, and personalised experiences for VIP guests.
• Training and mentoring front-line staff on guest service standards and best practices.
• Maintaining a thorough knowledge of the hotel's facilities, services, and local attractions to provide informed recommendations.
• Handling guest complaints with empathy and professionalism, working towards satisfactory resolutions.
• Monitoring online reviews and responding appropriately to maintain a positive online reputation.

The ideal candidate will possess a strong background in hospitality management, with a minimum of 5 years of experience in a guest-facing or customer service leadership role. Exceptional interpersonal, communication, and problem-solving skills are essential. A passion for delivering outstanding customer service and a keen eye for detail are paramount. Experience with hotel management software (PMS) is highly desirable. The ability to remain calm and composed under pressure, coupled with strong leadership qualities, is crucial for success in this dynamic environment. Fluency in additional languages is a plus. This is an outstanding opportunity to make a significant impact on the guest experience in a renowned hospitality setting.

Our client, a premier hospitality establishment, is seeking an exceptional Guest Relations Manager to enhance the guest experience at their esteemed venue in Plymouth, Devon, UK . This role is central to ensuring every guest enjoys a memorable and seamless stay, providing a luxury service that anticipates needs and resolves issues proactively. The ideal candidate will possess a passion for service excellence, outstanding interpersonal skills, and a sophisticated understanding of high-end hospitality standards. You will be the primary point of contact for VIP guests, managing their requests and ensuring their expectations are not just met, but exceeded. Responsibilities include overseeing the guest services team, managing check-in and check-out processes, handling guest feedback and complaints with diplomacy and efficiency, and coordinating with other departments (e.g., housekeeping, food and beverage, concierge) to ensure a cohesive guest experience. You will be responsible for developing and implementing guest loyalty programs, conducting regular guest satisfaction surveys, and using feedback to drive improvements in service delivery. A key aspect of this role involves maintaining meticulous guest records and profiles, ensuring personalised service is delivered consistently. The successful candidate will have a keen eye for detail, impeccable grooming standards, and the ability to remain composed and professional in all situations. Experience in a similar management role within a luxury hotel or high-end hospitality setting is essential. A strong command of English, both written and spoken, is required, and proficiency in additional languages would be a significant advantage. This position offers a challenging and rewarding career opportunity within a prestigious brand, with potential for advancement. You will be instrumental in shaping the reputation of our client through exceptional guest interactions. The ability to lead by example, motivate a team, and uphold the highest standards of service is crucial. A deep understanding of luxury market dynamics and customer expectations is expected. You will also be involved in staff training and development, ensuring the entire guest services team is aligned with the brand's service philosophy.

Key Responsibilities:

• Lead and manage the guest relations team, ensuring high service standards.
• Oversee guest check-in and check-out procedures, ensuring efficiency and courtesy.
• Act as the primary point of contact for VIP guests and special requests.
• Effectively handle and resolve guest complaints and feedback with professionalism.
• Coordinate with various hotel departments to ensure seamless guest experiences.
• Develop and implement strategies to enhance guest satisfaction and loyalty.
• Maintain guest profiles and preferences for personalised service.
• Monitor and report on guest satisfaction metrics and trends.
• Conduct staff training sessions on service excellence and brand standards.
• Uphold the image and reputation of the establishment through impeccable service delivery.

Qualifications:

• Proven experience as a Guest Relations Manager or in a similar senior hospitality management role.
• Experience within the luxury hotel sector is essential.
• Exceptional customer service and interpersonal skills.
• Strong leadership and team management abilities.
• Excellent problem-solving and conflict-resolution skills.
• Impeccable presentation and communication skills.
• Proficiency in hotel management software.
• Ability to speak multiple languages is a strong asset.
• A passion for exceeding guest expectations.
• Flexible availability, including evenings, weekends, and public holidays.

Our client, a highly-rated establishment in the hospitality and tourism sector, is seeking an exceptional Guest Relations Manager to join their team in **Newcastle upon Tyne, Tyne and Wear, UK**. This role is central to ensuring an outstanding guest experience, fostering loyalty, and enhancing the venue's reputation for excellence. You will be responsible for overseeing all aspects of guest services, from arrival to departure, and managing the front desk operations. This includes handling guest inquiries, resolving complaints efficiently and courteously, coordinating with other departments to meet guest needs, and implementing service standards that exceed expectations. The ideal candidate will possess a passion for hospitality, exceptional interpersonal and communication skills, and a meticulous eye for detail. You should have a proven track record in customer service management, preferably within a hotel, resort, or high-end service environment. Strong leadership abilities are essential to guide and motivate the guest relations team, ensuring they consistently provide impeccable service. You will also be involved in service training, performance management, and creating initiatives to enhance guest satisfaction and retention. Understanding and anticipating guest needs, often before they are expressed, is key to this role. This position offers a rewarding opportunity to contribute to a positive and memorable guest journey in the vibrant **Newcastle upon Tyne** area. We are looking for a proactive, empathetic, and professional individual who can uphold the highest standards of guest care. This role is primarily based at our **Newcastle upon Tyne, Tyne and Wear, UK** location, offering a dynamic and engaging work environment.
Responsibilities:

• Manage and lead the guest relations and front desk team.
• Ensure exceptional guest service standards are met and exceeded.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Oversee check-in/check-out procedures and manage room allocations.
• Liaise with housekeeping, maintenance, and food & beverage departments to address guest needs.
• Develop and implement guest satisfaction initiatives.
• Monitor online reviews and social media feedback, responding appropriately.
• Train and mentor guest relations staff, fostering a culture of service excellence.
• Maintain a thorough knowledge of the venue's facilities, services, and local attractions.

Qualifications:

• Significant experience (4+ years) in guest relations, front office management, or a similar hospitality role.
• Excellent communication, interpersonal, and problem-solving skills.
• Proven ability to lead and motivate a team.
• Strong customer service orientation with a passion for exceeding guest expectations.
• Proficiency in hotel management software (PMS) and MS Office.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• A professional and polished demeanour.
• Experience in conflict resolution.