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

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