Guest Relations Manager

Vincent Square, ENG, GB, United Kingdom

Job Description

We are seeking a personable and confident Guest Relations Manager to complement our Front Office Reception team. The ideal candidate will be equally at home working face-to-face with guests and working on administrative duties essential to the good order of the team as whole. The Guest Relations Manager will be working with the Front Office Manager to effectively manage all activities of Guest Relations, ensuring the implementation of all Company policies and procedures and the highest levels of service.

Main Responsibilities



Work collaboratively with all other departments to ensure guests receive seamless service throughout their stay and any issues or complaints are dealt with immediately To manage the guest experience from the moment of arrival throughout the stay until departure, providing ongoing care post departure as required Warmly greet all guests with a smile and by name. Be proactive to anticipate guests needs and deliver breath-taking hospitality Be knowledgeable about daily hotel operations including meetings and functions Be familiar with room availability, rates, packages and promotions Understand and be able to talk to guests about the unique history of The Westminster London Have knowledge about the city, the local area and attractions and be able to make suitable suggestions to guests based on their requirements Be familiar with the Guest Relations checklist to ensure a smooth operation Engage and build relationships with regular guests Meet & welcome VIPSs Assist in leading the handover briefing for the reception team together with the Front Office Manager Handle all e-mails sent to your inbox Assist all guests with questions, issues and requests as required Assist fellow colleagues in their jobs to ensure that all tasks are done on time To liaise with reservations and the extranet to respond and action guest requests To ensure that relationships are formed with long stay guests and to create an awareness of these guests within the hotel and management team To assist with Duty Management tasks All Guest information should be maintained following GDPR Guidelines Monitoring quality of information in the Duty Manager Log. Have actions and follow up ready for morning meeting Overviewing processes for special attention and special needs guests. Guest relations to act as point of contact To be fully flexible with working hours and shift patterns Have a firm understanding of the Hilton Honors loyalty program and ensure that it is being promoted in a positive way by all team members To promote initiatives to increase revenue and guest satisfaction laid out by management To manage the lobby area and ensure lobby presence at all peak times calling for assistance as and when needed Working with the Front of House Manager ensure the implementation of an effective and timely action plan in addressing any areas identified in the customer feedback form and implementation and delivery of the Brand Standards at all times by Front of House Provide assistance and co-ordination between Guest Relations and Reception to maximise rooms yield and the development of the appropriate market segment Support the Front Office Manager to ensure effective succession planning Working with the Front Office Management Team, ensure that the Company standards and targets are met for SALT Working with the Front Office Management Team, ensure that the Company standards and targets are met for Health & Safety Audits Ensure that all administration duties: banking, floats, billing, and correspondence are all carried out in accordance to company standards at the start and end of all shifts Ensure effective communication at all times with guests, customers, the Front of House team and colleagues throughout the hotel Attend HOD Meetings in the absence of the Front of House Manager Being a member of the fire team familiar with the fire procedures, as detailed in the Fire Manual Deliver adhoc tasks as requested by the Rooms Division Manager, or Front Office Manager in a timely manner Be knowledgeable about the different guest room layouts, locations, amenities, and all services offered by the hotel Report to work on time, in proper and clean uniform, including name badge To attend any meeting or training sessions as required by management Be flexible regarding work schedule, able to work at nights and cover any other areas such as Switchboard, Reception and Concierge Deal with any accidents or incidents immediately, completes the appropriate reports and follows up accordingly

Knowledge Required



Knowledge of Microsoft Office Must have previous experience in a similar role and demonstrated business /industry awareness Possess a high standard of customer service delivery skills Be standards driven and detail-orientated with the ability to organise and plan ahead Ability to lead, multi-task, and make sound decisions in fast-paced environment Must possess excellent communication and interpersonal skills Should have previous experience with OnQ (Desirable)

Key Performance Metrics



SALT and Trip advisor and any other company customer metrics introduced KPIs Performance Review
Job Type: Full-time

Pay: 29,005.45 per year

Additional pay:

Tips
Benefits:

Canteen Company events Discounted or free food Employee discount Referral programme
Schedule:

Monday to Friday Weekend availability
Ability to commute/relocate:

Vincent Square SW1P 4DD: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Reference ID: GRM June 2025 001

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Job Detail

  • Job Id
    JD3249623
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Vincent Square, ENG, GB, United Kingdom
  • Education
    Not mentioned