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.
WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2026
Proudly voted by our Team Members
A World of Rewards
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.
Here's what you'll do during a typical day:
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
What are we looking for?
Guest Relations Managers serving Hiltons brands consistently act on behalf of our Guests, working collaboratively with colleagues to deliver exceptional standards of service. The successful candidate will demonstrate the following attributes, behaviours, and capabilities:
Previous managerial experience within a customer‑focused or service‑driven role
The ability to listen attentively, anticipate needs, and respond confidently to high‑expectation Guests
Exceptional leadership, interpersonal, and communication skills
Strong accountability, resilience, and emotional intelligence
A genuine commitment to delivering consistently elevated Guest experiences
The ability to perform effectively under pressure in a fast‑paced luxury environment
Flexibility and adaptability across a variety of operational scenarios
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Proven experience within a luxury hospitality environment
A genuine passion for creating memorable, personalised Guest experiences
A high level of IT proficiency
What It Takes to Make the Stay
At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:
A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.