Guest Relations Executive

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.

As a Guest Relations Executive at Waldorf Astoria London - Admiralty Arch, you're not just ensuring a seamless check-in and check-out process - you're spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here's what you'll do during a typical day

As Guest Relations Executive, you will deliver highly personalised service to VIP and long‑stay guests, thoughtfully anticipating preferences and coordinating seamless experiences. You will act as a trusted liaison between guests and hotel teams, ensuring every interaction reflects discretion, refinement, and excellence.

Entrusted with shaping first impressions and sustaining exceptional service standards, you will perform the following responsibilities to the highest level:

• Welcome, greet, and escort guests with poise and warmth, ensuring an elegant arrival experience
• Serve as the primary point of contact for VIP guests, discreetly coordinating and communicating preferences across all departments
• Proactively seek guest feedback and respond to enquiries with professionalism, efficiency, and care
• Provide dedicated support to long‑stay guests (14 days or longer), fostering familiarity, comfort, and trusted rapport
• Log, manage, and resolve guest concerns promptly, ensuring refined service recovery and guest satisfaction
• Maintain exemplary service standards across Reception, Lobby, Executive Lounge, and assigned guest areas
• Demonstrate in‑depth knowledge of hotel facilities and services, offering tailored recommendations and enhancements where appropriate
• Contribute refined ideas for seasonal lobby and reception presentation, enhancing ambience, elegance, and brand presence
• Collaborate with the Guest Relations Manager and wider hotel teams to recognise and reward loyal guests, tailoring gestures to individual preferences within established guidelines
• Maintain strong, respectful working relationships across all departments to ensure seamless service delivery
• Support staffing alignment where required to maintain service excellence during peak operations
• Attend all relevant front of house and operational briefings and meetings
• Fully comply with hotel security standards, fire regulations, and health and safety requirements
• Operate front‑of‑house systems and property management platforms in strict accordance with policies and procedures

• Provide assistance to other departments as operationally required, with flexibility and professionalism

What are we looking for?

Guest Relations Executives within Hilton's luxury portfolio exemplify discretion, polish, and a guest first mindset. To succeed in this role, you will demonstrate:

• Exceptional listening skills with the ability to anticipate and respond to discerning guest needs
• Polished interpersonal, communication, and presentation skills
• A calm, resilient, and accountable approach to service delivery
• A genuine commitment to personalised, intuitive, and anticipatory luxury service
• The ability to perform confidently under pressure while maintaining composure

• Flexibility and adaptability across varied guest scenarios and operational needs

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

• Previous experience in luxury guest relations, butler service, or a comparable guest facing role
• A strong passion for creating memorable, bespoke guest experiences
• High levels of IT proficiency and confidence using hotel systems

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.