A WORLD OF REWARDS
* Salary: £26,780 to £28,226 per year, depending on experience
* Uniform provided and laundered
* Free healthy meals while on duty
* Personal development programmes to support career growth
* Opportunity to contribute to Corporate Responsibility programmes
* Team Member Travel Program: discounted hotel nights and 50% off food & beverages (subject to outlet)
* Team Member Referral Program
* High‑street discounts via Perks at Work
* Holiday entitlement: 28 days including bank holidays (increasing yearly up to 33 days)
* Discounted dental and health cover
* Discounted car parking
* Up to 4 weeks temporary accommodation at discounted rate for relocation
* Modern and inclusive team member areas
What will I be doing?
The Guest Relations Manager operates on a mixed shift pattern and must be flexible across different schedules. The role includes:
* Meeting, greeting and directing guests entering the lobby area
* Serving as the main point of contact for VIP guests and ensuring all departments are briefed on their requirements
* Seeking verbal feedback from customers regularly and responding promptly to all guest queries
* Acting as a point of contact for long‑stay guests (14+ days) to provide support and information
* Managing, recording and resolving guest complaints promptly
* Maintaining a high level of customer service around reception, lobby and executive lounge
* Demonstrating thorough knowledge of all facilities and identifying opportunities for upselling and promotion
* Providing creative ideas for lobby/reception décor to enhance the overall image
* Communicating with the Executive Lounge Manager and tracking loyalty rewards for regular guests
* Maintaining good communication and working relationships across all hotel areas
* Ensuring staffing levels meet business demands
* Attending reception and executive lounge meetingsComplying with hotel security, fire regulations and health and safety legislation
* Acting in accordance with hotel policies, procedures and property management systems
* Assisting other departments as needed
What are we looking for?
* Previous managerial experience in a customer service function
* Active listening skills and ability to respond to demanding guest needs
* Excellent leadership, interpersonal and communication skills
* Accountable and resilient mindset
* Commitment to delivering a high level of customer service
* Ability to work under pressure
* Flexibility to respond to a variety of work situations
It would be advantageous if you have the following
* Experience in a similar customer service role
* Passion for delivering exceptional guest service
* High level of IT proficiency
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