Guest Relations Manager

Guest Relations Manager

Full time 40 hours per week (5 days over 7)

As an independent company and the operators of Birmingham's only 5* accommodation, Staying Cool is truly unique.  We've had glowing media reviews but most importantly, our guests say some pretty nice things about us too, they tell us they love our style and our award winning customer service.

We are currently looking for an outgoing and friendly individual to be our new Guest Relations Manager to lead a small team based in the iconic Rotunda building in the heart of the city centre (our current Guest Relations Manager, Simon, is relocating to the Lake District).

Reporting directly to the General Manager, you'll be responsible for Guest Relations who offer a complete booking and concierge service.  You'll need a winning smile, a passion for customer care to ensure every guest leaves as an ambassador for our brand, an eye for detail plus excellent written English and organisational skills.

Main Duties:

• To oversee the Guest Relations function and ensure that we provide a 5* hotel-style check-in and check-out service for all guests and visitors at Rotunda.
• To maintain Staying Cool's excellent online reputation and respond to guest reviews.
• To play a role in increasing sales.
• To minimise lost revenue and keep good financial records.
• To contribute towards Staying Cool's website and social media pages.
• We rarely get a complaint but when we do, to proactively work to minimise and resolve guest complaints in line with our brand standards.

Skills, Qualifications and Experience:

Essential

• A winning smile and a passion for customer care.
• Experience of working at a reception and managing, motivating and nurturing a small team.
• Excellent standard of written and spoken English; with the ability to switch from a warm, friendly style in an email to a more formal report style.
• Ability to work on your own at times as well as part of a team.
• Highly organised with excellent attention to detail.
• Computer literate.

Desirable

• Previous experience in a Guest Relations Management role.
• An interest in style and design.
• Experience of working on websites and online systems.
• Mac rather that PC user.
• Experience of a property management systems.

While we would like to contact all our candidates, unfortunately, this is not possible.  If you have not heard form us a week after the closing date, your application had not been successful.

We may close this advert early should we get sufficient volume of quality candidates, so please do not delay in sending your application.

We do not accept applications from recruitment agencies.