Senior Guest Relations Manager

Job Description

Customer Relations

• Be the first point of call, to lead and manage the team of 2 other Guest Experience Managers by envisioning and ensuring a smooth structure and targets
• Be a first contact for special occasion offering memorable packages to our guests (rose petals, chocolates and bottles of champagne, balloons etc.)
• Guest focus in all the departments (front office, F&B, Bedrooms and events) developing excellent relations with them
• Has regular and close contact with hotel guests by interacting with guests to collect feedback and ideas
• Be our first point of contact for high level members (Such as Diamond and Limitless) to ensure faultless stay
• Analyses guests’ comments and shares them with the team
• Handle guest concerns/expectations and react quickly, tracking and notifying proper areas to guarantee sparkles moments that are based on personalization and creativity
• Deal with complaints by email, phone or in person in a professional and proactive manner
• Promotes the Brand`s service culture and ensures that guests receive services that enables the brand to thrive
• Ensure all telephone calls are answered courteously and efficiently, within the Brand standards at all times
• Takes responsibility for guest experiences that have negatively been impacted and turns them into memorable moments
• Ensure 5-10 room checks to be done daily between all Guest Relation Managers to ensure High Standards are kept
• Ensure large scale public & calendar events (EG: Halloween, Kings Coronation, International Womens Day, Easter, National Housekeeping week) are being looked into, and celebrated with the guests

Commercial / Sales

• Promotes the special offers and full range products
• Use of Powerpoint/Canva to create engaging guest notices to increase upsell activity
• Improves the department’s results by increasing sales and productivity in all areas of the hotel
• Find innovative ways to keep guest satisfaction high whilst keeping refunds low
• Ensure our Business Social Media (Instagram, Facebook etc) is kept up to date and engaging
• Ensure an attitude of anticipative and caring service is displayed at all times during your shift
• Understand and focus on the hotels objectives and targets, including RPS, Budget, Employee wellbeing & Sustainability

Management and Administration

• Lead and manage the day-to-day operation of the Guest Relations department to ensure service standards are followed with friendly and engaging service
• Liaise with other Heads of Departments to ensure all feedback is passed on and possible solutions found, and to come up with ideas to improve guest satisfaction throughout the hotel
• Ensure budgeting and cost control is implemented to achieve maximum and effective reach on a cost saving budget
• Attend Rooms Division Meetings and follow up on all tasks set during the meetings. If unable to attend, ensure someone can attend with the knowledge of the previous meetings
• Ensure the Rota has been made in line with Business needs
• Ensure the team checks the inventory of stock frequently to prevent running out of items
• Be in constant contact with the other departments and ensures that information circulates smoothly between them – e.g. Reception, Maintenance, HK and Kitchen
• Cover DM shifts and support all of departments
• Ensure employees are informed daily about priorities to personalize service
• Follows all departmental policies, procedures and standard
• Effectively & responsibly handles quests’ requests and reservations
• Clearly demonstrates to guests and colleagues a commitment to service excellence

Qualifications