Overview
Salary: £27000 per annum
Shift hours: Permanent
As our Hotel Guest Relations Manager you will ensure the smooth and safe running of the hotel whilst covering Guest Relations Management shifts ensuring the highest standards of customer/guest service are always delivered in line with departmental SOPs.
You will deliver excellence in guest service, maximising profits and exploiting opportunities for business growth.
- Be fully competent in the use of all IT systems associated with your department
- Ensure that yourself and your team are fully aware of all venue’s facilities and events
- Take responsibility for Profit Protection manual actions relating each department
- Ensure the department SOP is up to date and is monitored for 100% compliance
- Proactively manage the work of the team, allocating special duties and responsibilities
- Handle guest queries and feedback, taking appropriate action to ensure full resolution
- Develop and maintain a high level of guest care with the emphasis on guest interaction
- Attend any meeting as requested by the management
- Ensure effective communication between each department
- React promptly to any issued identified for maintenance and add into Opera
- Adhere to departmental SOP compliance
- Maintain colleague discipline and grievance procedures in accordance with our policies
- Take ownership for all Health and Safety as they arise
- Be aware of all legislation that is relevant to your work and ensure that all legal requirements are met, including: licensing, Health and Safety at Work, COSHH, Environmental Health, Fire Precautions, Manual Handling, Wellbeing and Risk Assessments
- Support the overall goals of the business
- Ambassador to our venue and brand you will lead by example, give clear instructions, and maintain good guest relations to both internal and extremal customers
- Play an active role in highlighting sales opportunities through interaction with our guest
- Be trained in all operational departments to support HODs with holiday cover as required
You will spend a great deal of time interacting with guests, so it is important that you have strong communication, interpersonal and listening skills. You should also be aggressive problem-solver and have the ability to manage crises successfully.
- Proven experience as a Guest Relations Manager
- Familiarity with hospitality industry standards
- Computer literacy
- A customer-oriented and professional attitude
- An outgoing personality
- Outstanding communication abilities
Reference: com/2208/97326001/52575730/SU
Location: Milton Keynes
