Guest Relations Manager - London

What we offer you:

We want our staff to enjoy coming to work and provide a friendly and supportive environment for you to work in. You’ll develop personally through meeting and working with people from all over the world as we create memorable guest experiences together, and for those keen to develop you’ll have the opportunity to explore the business with various career options. In addition, on offer:

• A fantastic place to work!
• 28 days holiday
• Automatic enrolment into a workplace pension scheme
• Heavily discounted hotel stays and food & beverage discounts
• Amazing high street and lifestyle savings for you and your family
• Uniform
• 24/7 Employee Assistance Program for you and your family
• A tailored development programme

Your role in our family:

Guest Relations Manager, manages the needs of the VIP’s, long staying guests and other guests alike. Any guest needs or complaint will be handled by the Guest Relations Manager in an effective manner and solved in the best interested of guest and the company.

Key responsibilities

As Guest Relations Manager, you will manage the needs of VIP and long-staying Guests and inform other team member accordingly in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests as well as their safety and, therefore, must perform the following tasks to the highest standards:

• Meet, greet and direct Guests who enter the lobby area
• Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
• Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
• Manage, record and resolve promptly Guest or customer complaints
• Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge
• Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
• Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget
• Attend weekly meetings as required
• Comply with hotel security, fire regulations and all health and safety legislation
• Complete the night audit and ensure smooth running of hotel operations overnight.
• Assist other departments, as necessary, and maintain good working relationships with hotel Team Members

What happens next:

Does this role suit your skillset? Apply now, this takes seconds, you’ll just need to provide some contact details along with a CV.  Next, we’ll review your details, and if successful we’ll invite you to meet one of the team to learn more about you, your experience and let us tell more about the Splendid group.

The Splendid Group is an equal opportunities employer, committed to hiring a diverse workforce and sustaining an inclusive culture.