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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, bottles of champagne, balloons, etc.).
* Guest focus in all departments (front office, F&B, Bedrooms, and events), developing excellent relations with them.
* Maintain regular contact with hotel guests to collect feedback and ideas.
* Serve as the first point of contact for high-level members (such as Diamond and Limitless) to ensure a faultless stay.
* Analyze guests’ comments and share insights with the team.
* Handle guest concerns and expectations promptly, tracking and notifying relevant departments to create personalized and memorable experiences.
* Address complaints professionally via email, phone, or in person.
* Promote the brand’s service culture, ensuring guests receive services that support the brand's reputation.
* Answer all telephone calls courteously and efficiently, adhering to brand standards.
* Take responsibility for guest experiences that have been negatively impacted and transform them into memorable moments.
* Conduct 5-10 room checks daily among all Guest Relation Managers to maintain high standards.
* Coordinate large-scale public and calendar events (e.g., Halloween, Kings Coronation, International Women’s Day, Easter, National Housekeeping Week) to enhance guest experience.
Commercial / Sales
* Promote special offers and the full range of products.
* Create engaging guest notices using PowerPoint/Canva to boost upselling.
* Enhance department results through increased sales and productivity across the hotel.
* Innovate ways to maintain high guest satisfaction while minimizing refunds.
* Manage and update the hotel’s social media platforms (Instagram, Facebook, etc.) to ensure they are engaging.
* Display an anticipative and caring attitude during all shifts.
* Align with hotel objectives and targets, including RPS, Budget, Employee Wellbeing, and Sustainability.
Management and Administration
* Oversee daily operations of the Guest Relations department, ensuring service standards are met with friendly and engaging service.
* Liaise with other department heads to share feedback, find solutions, and improve guest satisfaction.
* Implement budgeting and cost control measures to maximize effectiveness within a cost-saving framework.
* Attend or ensure representation at Rooms Division Meetings, following up on action items.
* Prepare staff rotas aligned with business needs.
* Regularly check inventory to prevent stock shortages.
* Maintain constant communication with other departments to ensure smooth information flow.
* Support all departments by covering shifts as needed.
* Inform staff daily about priorities to enable personalized service.
* Adhere to departmental policies, procedures, and standards.
* Handle guest requests and reservations responsibly and effectively.
* Demonstrate commitment to service excellence to guests and colleagues.
Additional Information
* PERKS FOR YOU:
* Private Health Care
* Employee benefit card offering discounted rates worldwide
* Free meals on duty
* Complimentary stays in the UK and Northern Ireland
* Friends & Family discounts
* 50% food discounts in our restaurants
* Pension Scheme
* Eye Test Vouchers
* Staff Uniforms Provided
* Learning programs through our Academies
* Opportunities for career development within the property and globally
* Participation in CSR 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 as needed.
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