Job Description
Customer Relations
* Be the first point of call, to lead and manage the team of 2 other Guest Experience Managers by envisioning and ensuring a smooth structure and targets
* Be a first contact for special occasion offering memorable packages to our guests (rose petals, chocolates and bottles of champagne, balloons etc.)
* Guest focus in all the departments (front office, F&B, Bedrooms and events) developing excellent relations with them
* Has regular and close contact with hotel guests by interacting with guests to collect feedback and ideas
* Be our first point of contact for high level members (Such as Diamond and Limitless) to ensure faultless stay
* Analyses guests’ comments and shares them with the team
* Handle guest concerns/expectations and react quickly, tracking and notifying proper areas to guarantee sparkles moments that are based on personalization and creativity
* Deal with complaints by email, phone or in person in a professional and proactive manner
* Promotes the Brand`s service culture and ensures that guests receive services that enables the brand to thrive
* Ensure all telephone calls are answered courteously and efficiently, within the Brand standards at all times
* Takes responsibility for guest experiences that have negatively been impacted and turns them into memorable moments
* Ensure 5-10 room checks to be done daily between all Guest Relation Managers to ensure High Standards are kept
* Ensure large scale public & calendar events (EG: Halloween, Kings Coronation, International Womens Day, Easter, National Housekeeping week) are being looked into, and celebrated with the guests
Commercial / Sales
* Promotes the special offers and full range products
* Use of Powerpoint/Canva to create engaging guest notices to increase upsell activity
* Improves the department’s results by increasing sales and productivity in all areas of the hotel
* Find innovative ways to keep guest satisfaction high whilst keeping refunds low
* Ensure our Business Social Media (Instagram, Facebook etc) is kept up to date and engaging
* Ensure an attitude of anticipative and caring service is displayed at all times during your shift
* Understand and focus on the hotels objectives and targets, including RPS, Budget, Employee wellbeing & Sustainability
Management and Administration
* Lead and manage the day-to-day operation of the Guest Relations department to ensure service standards are followed with friendly and engaging service
* Liaise with other Heads of Departments to ensure all feedback is passed on and possible solutions found, and to come up with ideas to improve guest satisfaction throughout the hotel
* Ensure budgeting and cost control is implemented to achieve maximum and effective reach on a cost saving budget
* Attend Rooms Division Meetings and follow up on all tasks set during the meetings. If unable to attend, ensure someone can attend with the knowledge of the previous meetings
* Ensure the Rota has been made in line with Business needs
* Ensure the team checks the inventory of stock frequently to prevent running out of items
* Be in constant contact with the other departments and ensures that information circulates smoothly between them – e.g. Reception, Maintenance, HK and Kitchen
* Cover DM shifts and support all of departments
* Ensure employees are informed daily about priorities to personalize service
* Follows all departmental policies, procedures and standard
* Effectively & responsibly handles quests’ requests and reservations
* Clearly demonstrates to guests and colleagues a commitment to service excellence
Additional Information
PERKS FOR YOU:
* PERKS FOR YOU:
* Private Health Care
* Employee benefit card offering discounted rates at Accor worldwide
* Free and delicious meal breaks on duty
* Complimentary stays in UK and North Ireland
* Friends & Family discounts
* 50% food discounts in our restaurants
* Pension Scheme
* Eye Test Vouchers
* Staff Uniforms Provided
* Learning programs through our Academies
* Opportunity to develop your talent and grow within your property and across the world!
* Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
Candidates must have the right to work in the UK
NOTE: The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.