Guest Relations Manager

Job Ref: JO-2007-10869
Sector: Hospitality & Catering
Job Type: Permanent
Date Added: 13 July 2020
  • Faversham, Kent Faversham Kent South East ME13 9AJ
  • £25,000 per Annum
  • Blue Arrow
  • 01622 662144
Blue Arrow


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Working within a modern, luxurious accommodation, incredible golf, pool facilities and delicious World infused cuisine, Kent's most exciting new Hotel and Restaurant and are looking for a dynamic, innovative and enthusiastic person to lead their Front Office Team and guest experience as their Guest Relations Manager.
As Guest Relations Manager you will be the ambassador for my client's business. You will oversee the seamless arrival experience and full guest journey, by providing a highly efficient and effective service. You will ensure standards are maintained and customer needs are anticipated in accordance with the hotel's values.
The right candidate will be able to Be ultimately responsible for the following:
* Ensure every guest receives a personal and warm greeting from Front Office (Reception)
* Ensure a high level of engagement with guests throughout their stay to make them feel at home and create a warm experience
* Be present in the lobby at peak times throughout the day
* Ensure the Front of House team are aware of business in the hotel through use of the arrivals list and function sheets
* Ensure all VIPs are flagged as such and research conducted on each
* Check all VIP rooms ensuring that all hotel standards are met and that the appropriate amenities are in place
* Ensure the weekend arrivals list is collated and communicated to all departments
* Have the ability to effectively interact with guests and constructively manage all feedback
* Handle and oversee complaints, ensuring appropriate action is taken to resolve these and ensure guest satisfaction
* Undertake Duty Manager responsibilities including overseeing the daily operations in all departments and dealing with any emergency matters arising
* Respond to all feedback received by guest letter, email, Trip Advisor in a timely manner
* Promote hotel services and facilities
* Be the ambassador in the hotel for guest profiling, ensuring all information is captured in the correct way and entered on the hotel PMS system and then ensuring this information is used to enhance the guest's experience and communicated to relevant departments
* Ensure the front of house areas are well maintained and tidy, and that the display cabinets are stocked and well presented
* Support Guest Services depending on business needs
* Essential administration to be conducted at off peak times
* Carry out any reasonable request by management in excess of this list of duties
You will lead our front office team, therefore experience in online booking systems is desirable, although training will be given.
Experience in a hotel environment or similar is essential, this is not a "first time" position.
If you have the relevant experience, please apply for the job via the advert or call Lucy - 01622 662144.

Blue Arrow
13/08/2020 08:29:43
GBP 25000.00 25000.00