Guest Relations Manager

09 Nov 2016
01 Dec 2016
Contract Type
Full Time
The Company

Working at a prestigious 4 star hotel, who cater for a worldwide audience, you will be at the forefront of the customer experience, being the first to greet and direct customers when they check in and the lasting image of the hotel as customers check out.

What is the main purpose of the role?

Establish and develop personal contact with all our guests so as to enhance a feeling of comfort, warmth and care throughout their stay.
Support all departments and conduct audits, providing information for all hotel colleagues that is accurate and useful so as to enhance the effective operation of the hotel.

Key Responsibilities and Duties

Encourage feedback from all guests so as to ensure the ability to anticipate the needs to guests at all times.
Monitor arrivals and departures in order to handle guest requests and complaints with specific personalised attention to all guests.
Analyse and report on all on-line reviews on a weekly basis to the GM and HOD?s
Investigate and respond to any guest compliments or complaints whether they be direct, via Head Office or on-line and ensure that all resolved/unresolved incidents are reported to the correct person.
Manage the on-line review systems and ensure the hotel is well-positioned at all times.
Liaise with all departments, but specifically Reception, Concierge and Housekeeping in order to ensure the smooth running of the guest experience.
Support the Reception team on check out, including assisting in with both check-in and check-out.
Act as a Lobby host, meeting and greeting all guests and answering any queries they may have.
Assist in directing any guests who may be arriving for conferences, meetings or dinners and either direct them to where they need to be or take them to the room.
Prepare VIP cards and gifts and check all VIP rooms, as well as rooms where any upgraded packages have been sold to ensure standards are correct, and where there have been any specific requests that these are all placed in the rooms.
On a daily basis check 10 additional rooms per day to ensure standards are maintained.
Whilst acting as lobby host offer soft drinks where required - specifically at weekends.
Assist in increasing existing business by recognising sales opportunities in the departments.
Proactively seek new business whilst working to maintain existing clientele.
Ensure you have an exceptional knowledge of the local area, and competitor hotels and what is going on within the city at any time.
Continually liaise with relevant departments with regard to such issues as specific guest requirements.
Ensure consistent knowledge of the hotels quality standards and ensure the guest experience is second to none for all guests.
Ensure you promote the hotel facilities to all guests.

The Ideal Candidate

The ideal candidate will have experience of working in a Duty Manager role or similar, ideally within a 4*/5* quality hotel, with strong knowledge of all departments.
The ability to motivate and delegate effectively is essential.
You will need a strong knowledge of the hotel/leisure/service sector.
Excellent organisation and time management skills are essential, along with an eye for detail and the ability to use own initiative.
This role will require you to work under pressure whilst maintaining a positive, can do attitude.
You should be customer focused with a commitment to delivering exceptional levels of guest service.
Ideally you will be passionate about the industry with a keen desire to improve the operation of the hotel.
Communication skills are a necessity, with the ability to build strong and effective working relationships with key stakeholders in the business and to create a rapport with guests.
We are looking for someone who is highly IT literate.
The ideal candidate will also be enthusiastic, flexible and willing to learn with a professional, prompt and caring attitude.


A competitive salary
31 days holiday each year, including bank holidays (this increases annually up to a maximum of 33 days)
Hotel based incentive schemes
Voluntary benefits including discounts on some travel, leisure time activities, health, retail and motoring
Discounted accommodation within the group with colleague rates at our other hotels
Long service awards which increase with service
Excellent training and development opportunities within both the hotel and the company
Financial rewards for delivering sensational service
Free meals on duty