Assistant Guest Relations Manager - 02- Front Office

InterContinental London - The O2; Ilford; Sur place; GBP 33 000 - 52 000; Plein temps

Avantages offerts par ce poste

28 days holiday, enhanced after 5 yrs

Free meals on duty

On-site parking

Shuttle to Heathrow Terminal 5

Employee discounts at locations

Life assurance

Cycle to work scheme

Merlin attractions discounts

Taste card

Employee recognition programs

Résumé du poste

InterContinental London - The O2 is seeking an Assistant Guest Relations Manager to ensure exceptional service across the Guest Relations team. You will oversee seamless guest experiences from arrival to departure, manage VIP preparations, coordinate with Housekeeping and Room Service, and lead the lobby team in the GRM's absence.

You will build lasting guest relationships, handle feedback promptly, and mentor GREs while promoting loyalty programmes and brand standards in a 5-star setting.

Qualifications

• Strong leadership and motivational abilities.
• Excellent problem-solving and decision-making skills.
• Strong communication, interpersonal and organisational skills.
• Proven experience in managing, coaching and developing teams.
• Proven track record in a similar position within a 5-star hotel.
• Excellent standard of English, both written and spoken.
• Proficiency in Opera PMS and Microsoft Office.
• Experience of working with brand standards.

Responsabilités

• Oversee and ensure a seamless arrival and departure experience for all guests, with proactive lobby management and brand-aligned service delivery.
• Prepare for VIP arrivals by managing the daily VIP list, allocating suitable rooms, coordinating amenities with Housekeeping and Room Service, and physically checking rooms.
• Support Guest Relations operations by covering shifts when required, assisting with front desk duties, and managing the lobby team in the absence of the GRM.
• Maintain regular contact with VIPs and returning guests throughout their stay, ensuring personalised service and offering a warm farewell upon departure.
• Collaborate with Reception and Housekeeping to ensure a smooth and cohesive guest experience across departments.
• Handle guest feedback and complaints effectively, providing timely resolutions and compensation where appropriate, ensuring guest satisfaction and loyalty.
• Promote team development by sharing knowledge, coaching GREs, and ensuring accurate guest profiling and preference recording.
• Support loyalty programmes by ensuring proper check-in procedures for IHG Rewards and Ambassador members, tracking loyalty visits, and managing Club Lounge upselling targets.
• Assist in maintaining strong guest satisfaction metrics (e.g. Medallia and TripAdvisor), responding to feedback and ensuring follow-up actions are taken.
• Uphold high standards of customer service through thorough training, product knowledge, and awareness of local events, while participating in wider hotel operations and duty management as required.
• Strong leadership and motivational abilities.

Connaissances

Leadership

Coaching teams

Problem-solving

Communication

English proficiency

Brand standards experience

Customer service

High-profile guests

Outils

Opera PMS

Microsoft Office

Description du poste

Assistant Guest Relations Managers in our luxurious hotel ensure the service provided by the Guest Relations team is consistently outstanding and exceeds guests' expectations on all occasions.

• Oversee and ensure a seamless arrival and departure experience for all guests, with proactive lobby management and consistent, brand-aligned service delivery.
• Prepare for VIP arrivals by managing the daily VIP list, allocating suitable rooms, coordinating amenities with Housekeeping and Room Service, and physically checking rooms.
• Support Guest Relations operations by covering shifts when required, assisting with front desk duties, and managing the lobby team in the absence of the Guest Relations Manager (GRM).
• Maintain regular contact with VIPs and returning guests throughout their stay, ensuring personalised service and offering a warm farewell upon departure.
• Collaborate with Reception and Housekeeping to ensure a smooth and cohesive guest experience across departments.
• Handle guest feedback and complaints effectively, providing timely resolutions and compensation where appropriate, ensuring guest satisfaction and loyalty.
• Promote team development by sharing knowledge, coaching Guest Relations Executives (GREs), and ensuring accurate guest profiling and preference recording.
• Support loyalty programmes by ensuring proper check-in procedures for IHG Rewards and Ambassador members, tracking loyalty visits, and managing Club Lounge upselling targets.
• Assist in maintaining strong guest satisfaction metrics (e.g. Medallia and TripAdvisor), responding to feedback and ensuring follow-up actions are taken.
• Uphold high standards of customer service through thorough training, product knowledge, and awareness of local events, while participating in wider hotel operations and duty management as required
  Strong leadership and motivational abilities.
• Exceptional attention to detail and drive to maintain high standards.
• Excellent problem-solving and decision-making skills.
• Strong communication, interpersonal and organisational skills.
• Confidence and professionalism when interacting with high profile guests.
• Proven experience in managing, coaching and developing teams.
• Approachable and positive manner with a "can do" attitude.
• Ability to remain calm under pressure.
• A smart and professional appearance.
• Proven track record in a similar position within a 5-star hotel.
• Proficiency in Opera PMS and Microsoft Office.
• Excellent standard of English, both written and spoken.
• Experience of working with brand standards.
  Nestled on the Greenwich Peninsula, attached to the O2, InterContinental London - The O2 embraces a captivating backdrop of the River Thames and Canary Wharf. Our five‑star hotel includes 493 bedrooms, a diverse dining selection, spa facilities, state‑of‑the‑art conference and meeting rooms, including the UK’s largest pillar‑free ballroom.
  Competitive salary
• Holiday - 28 days holiday, enhanced after 5 years of service. But there's more...
• Free meals on duty.
• Complimentary on-site parking is available whilst on duty.
• Free limited shuttle service between the hotel and Heathrow Terminal 5 and Egham Station.
• Discounted employee friends & family rates at Arora Hotels.
• Food and beverage discounts.
• Christmas gifts and employee parties.
• Introduce a friend scheme.
• Cycle 2 work scheme.
• UK attraction discounts @ Merlin Entertainments.
• Taste card.
• Life assurance scheme.
• Wage stream.
• Employee assistance programme.
• Arora star employee recognition.
• Long service recognition award.

Grow with us... We are growing rapidly and with growth comes advancement opportunities. Being part of the Arora group there are exciting opportunities for career progression and development across our properties and brands.