We’re searching for an experienced, caring and creative Guest Relations Manager to join Crimson Hotels, who will drive high level of service, satisfaction and loyalty among our guests.
Responsible for the Guest Relations department with the support of their team, this role will be the main point of contact for guest services and act as the hotel’s guest ambassador ensuring the highest of luxury standards are delivered with a feeling of comfort, warmth and friendliness.
The Role
Drive high levels of service, satisfaction and loyalty amongst guests and be the “go to” department for guests where everything will happen
Be the proactive point of contact for guests, pre, during and post stay
Effectively lead the communication pertaining to guests throughout the hotel, liaising professionally and timely with all departments
Be the caretaker for suite guests, special occasion guests, and long stay guests
Meet and entertain guests and VIP’s, building relationships with them encouraging repeat custom
Analyse, review and respond to Social Media and guest internal and external feedback platforms within 48 hours in a professional manner and gain an understanding on where and how improvements can be made
Monitor, communicate and follow-up guest complaints
To maintain and update guest’s history and profiles with accurate information
Track and drive the hotel’s guest return ratio, building a loyalty of guests
Refresh and drive the VIP programme and standards and constantly review performance of it
Coordinate and implement the children’s and family program across all departments
Coordinate and implement the guest preferences program across all departments
Responsible for the look, feel and service of the hotel lobby and library
Assist Front Office with check-in and check-out during busy periods
Promote the hotel’s facilities to all guests and visitors
Assist with hotel showarounds
The Person
2-3 years in an Guest Relations Manager or Assistant Guest Relations Manager role in a reputable 4* Hotel.
Excellent command of the English language
Charismatic personality
Natural flair
High attention to detail.
Can do and anything possible attitude
Very well presented
Excellent communication and interpersonal skills.
Benefits
GoHilton – you and your friends and family can explore the world with discounted room rates through our renowned international travel programme with more than 12 brands under the Hilton Family
Exclusive set room rates across the Crimson Hotels portfolio
Learning and development opportunities – from our lots of in-house training courses and programmes and over 1,000 training courses available on our ‘Training University’
Opportunities for promotion and transfer across departments, Hilton Family group on a national and international level
Recommend a Friend incentive – bring your friends on board and receive a bonus after they’ve been with us for 6 months
5 unpaid wellbieng days
Paid Birthdays off
Private health care insurance
2 Days wedding/civil partnership days paid
Eligibility
In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK or must obtain permits to work in the UK prior to application. Documented evidence of eligibility will be required from candidates as part of the recruitment process.
Crimson Hotels is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, age, disability, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
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