Guest Services Manager

39 hours per week

Drawing on the legacy of the guests who stayed here in decades past – and an inspiration to those who are yet to write their own story – Hard Rock Hotel London at Hyde Park stands alone as a haven for music lovers and cultural explorers everywhere.

Located on the corner of Oxford Street and Park Lane, we pay tribute to former residents such as Jimi Hendrix, Diana Ross, Bob Dylan and Buddy Holly with an incredible memorabilia collection and original artwork in every bedroom.

The hotel boasts an onsite Hard Rock Cafe, Hard Rock Cocktail Bar, Hotel GMT Bar and a Rock Royalty Lounge. So, whether our guests are ready to rock London’s nightlife, enjoy a well-earned family holiday, host that all-important business meeting or indulge in a romantic evening for two, they will find everything they need – because, in the end, everyone wants to be treated like a rock star.

The Role

Our ambition is to become the world's best-managed hospitality company, delivering the best guest-centred experience in the industry. Our desire to delight our guests underpins everything we do and gives us a unique position in the industry. Are you a manager who puts guests at the heart of your business? Who really listens to and focuses on their needs? Can you take full responsibility for the Guest Services team and use your motivating skills to ensure every guest has an exceptional experience? If you answered yes, then we want to hear from you. To ensure that everyone working in the hotel, in particular, the Guest Services team is focused on improving the guest experience, exceeding their expectations and ensuring that issues and complaints are resolved efficiently and sympathetically. You will be also responsible for improving the GRI and NPS scores for the hotel and increase the number of responses.

What we look for

Guest focussed with a passion for great service and guest satisfaction. ● Experienced line manager ● Empathetic and able to build relationships with guests and colleagues ● An open personality who is relaxed and natural in their interactions ● Accurate with good attention to detail and excellent written English skills ● Able to create a positive first impression and be an ambassador for the brand and GLH ● Can demonstrate commercial awareness within the context of their role ● Can train and influence others to drive a guest ethos ● Good knowledge of social media sites.

What's in it for you?

  • Great career opportunities, supported by Learning and Development activities
  • Discounted hotel rooms and food & beverage in glh properties
  • Discounts at a variety of retailers and service providers
  • Personal pension scheme
  • Health Care cash plan
  • Season ticket loan scheme
  • Life assurance
  • Great recognition program
  • ...and many more!