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Join to apply for the Guest Relations Manager role at RBH
JOIN OUR FAMILY
Belong in a place where you can be yourself and love what you do. Join our hotel community and we will support you to realise your true potential. You will be part of a team where everyone’s contribution is valued. We will empower you to bring ideas to elevate our services, creating personalised experiences for guests. Help them to feel special, and we will do the same for you.
JOIN OUR FAMILY
Belong in a place where you can be yourself and love what you do. Join our hotel community and we will support you to realise your true potential. You will be part of a team where everyone’s contribution is valued. We will empower you to bring ideas to elevate our services, creating personalised experiences for guests. Help them to feel special, and we will do the same for you.
THE EXCITING OPPORTUNITY
We opened the first 5* Hotel in Liverpool; The Municipal Hotel & Spa MGallery in May 2023 and have reset the clock within this historic building, bringing it back to life. Our Heartists aspire to create memorable, heartfelt moments for all life enjoyers to experience unique stories from the past but also to immerse themselves into our hospitality, creating their own astonishing tales of MGallery magical moments. We boast 179 stunning bedrooms set in a remarkable and inspiring landmark of the city. Time is of essence and at the heart of The Municipal’s story. The iconic clock tower and bells giving the tempo to a timeless melody. Various restaurants, bars and a state-of-the-art spa sanctuary experience, will offer everyone the place to have the time of their lives, pause the clock and embark upon their own magical journey with MGallery.
MGallery – Boutique hotels with one-of-a-kind designs (accor.com)
A DAY IN THE LIFE OF A GUEST RELATIONS MANAGER AT THE MUNICIPAL HOTEL & SPA MGALLERY
What you'll be doing...
You will be involved in overseeing every detail of our guest journey with us, from pre-arrival to departure, ensuring every element is exceptional. From check-in to departure, you will champion our hotel vision of creating bespoke, memorable ‘M’ moments, discovering those unique ‘golden nuggets’ about our guests that allow us to personalise their stay.
You will have a proven track record of showing genuine customer care, with emotional intelligence and service excellence at the forefront of everything you do.
You will be responsible for conducting daily Duty Management shifts and to have a good working knowledge of Reception. You will drive guest satisfaction and have a proactive approach to service delivery. You will be an ambassador for the hotel and brand, providing an immediate point of contact for colleagues, guests and in the tracking, resolution and future prevention of complaints.
Other duties include;
* A strong guest focus, managing personalised services from pre-arrival to post-stay.
* Develop innovative amenities and touchpoints to elevate guest experiences, such as managing special occasions and surprise ‘M’ moments.
* Maintain accurate guest profiles and respond to post-departure feedback to protect the financial and operational interests of the hotel.
* To deal effectively with all emergency procedures within the hotel
* Build strong relationships internally and externally, ensuring seamless coordination across departments.
* Working in unison with the Head Concierge to ensure the lobby is always covered all times providing a warm welcome for all guests.
* Ensuring ‘Lobby Host’ is completed, offering Canape’s or Cocktail of the Month samples, on weekends, to support upselling.
* To drive guest satisfaction of our ‘ALL Members’ and being the point of contact for all members.
* To drive revenue through upselling and cross selling.
* Communicating clearly with other teams and leading the daily morning meetings, briefing all key players on VIP’s, ‘M Moment’ arrivals, and RPS daily score.
* Take ownership of guest complaint resolution, ensuring swift action and service recovery strategies that turn negative experiences into positive ones.
* Analyse guest complaints regularly, identifying common issues and implementing solutions to prevent reoccurrence.
* Working closely with the Director of Operations, completing LQA self-assessments on departments, and providing clear, structured feedback to the HOD’s.
* To meet all service standards in every guest interaction.
What We Offer
When you become one of our Heartists, you will also be a member of the Accor and RBH group with all the benefits that brings. The ALL Heartists program is the benefits programme dedicated to Accor Heartists. It provides employees with the opportunity to enjoy memorable experiences throughout the year, thanks to preferential rates in hotels and exclusive discounts with a wide range of partners. The RBH company benefits extend these offerings across RBH Managed hotels, Hapi Benefits, Refer and Reward Schemes, an extra day’s holiday for your birthday and pension scheme. To conclude this power trio, we have The Municipal Hotel benefits with friends and family rates, discounts, free meals on duty, gratuities, discounted local parking and social events. What’s not to love?
You will have access to a benefits package we believe truly works for our people and enhances our overall culture... To learn more about our full benefits package, click here to watch our RBH employee benefits video.
EQUAL OPPORTUNITIES
RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact careers@rbhmanagement.com.
Apply now. Let your passion shine. #MGallery #MGalleryMoments
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Management and Manufacturing
* Industries
Hospitality
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