Guest Quality Services Manager - Hilton London Metropole

Looking to join a culture of excellence and be part of the most recognised name in the hospitality industry?

“We are Hilton! We are Hospitality!”

We create heartfelt experiences for our guests and meaningful opportunities for our Team Members. Achieving consistently the title of “Great places to work”, this is not just a job – we offer you a journey of self-discovery, growth and an exceptional career.

Interested in learning more or to hear it straight from our team, click on the link below:

https://youtu.be/wzQ5l-la5mI

Why join the Hilton family as a Guest Quality Services Manager?

·         “It’s your world”– Your next role could be as an Area Manager, or why not move into a different department like Front Office, Accounts or Human Resources in over 100 different countries

·         Personal Development programmes for Supervisors and Managers

·         Worldwide travel perks - up to 30 nights at discounted rates and 50% F&B discounts

·         Industry leading benefits including contributory pension scheme, discounted dental and health cover, and high street discounts

·         28 days holidays including bank holidays (increasing yearly)

·         Complimentary meals on duty and uniforms provided

What will I be doing?

• Ensure that all relevant quality training courses are completed in a timely manner
• Prepare relevant resourcing and quality assurance plans to deliver consistent high quality guest experiences at or below budgeted cost
• Develop quality assurance plans to deliver Consistent high quality guest experiences at or below budgeted cost
• Regularly review brand standard policy updates from the corporate hotel team in relation to both Quality Assurance, Brand Standards and service delivery with the Director of Rooms & Director of Operations
• Creatively and effectively identify and highlight guest trends suggesting recommendations for improvement of quality and service delivery where necessary, including suggestions for appropriate training implementation
• Review and ensure that all HOD’s activities are in-line with driving guest experience
• Analyse room condition and quality Service checks through the daily Service recovery reports and room inspections
• Identify requirements to meet QA standards and ensure relevant action is taken through each of the operational HOD’s
• Ensure a safe, secure and stimulating environment is provided for team members, guests   and contractors at all times
• Ensure that our team has the appropriate tools, training and equipment to deliver the service to the required standard and report any shortfalls

 

As a Guest Quality Services Manager you will work 5 days per week, including, but not always, weekends and bank holidays.

 What are we looking for?

• College certification or experience equivalent
• Have excellent command of English‐grammar, spelling and spoken
• Have a sound administration background with basic skills in Word, Excel, Outlook and PowerPoint
• Have good organisational skills
• Be able to communicate both verbally and in writing, at all levels, being assertive where necessary
• Be able to work on own initiative and able to make decisions when necessary
• Be able to adapt to changing circumstances and be a positive and enthusiastic team player and remain calm under pressure

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Hospitality industry experience

 

To apply for this role

·         We are looking to fill this job as soon as possible and aim to come back to you within the next 2 weeks. If you are successful, you will be invited for an interview followed by a trial shift.

·         In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom. Documentation will be required at interview stage