Franchise Hotel - Guest Relations Manager

InterContinental Hotels Group; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

A leading hotel brand is seeking a Guest Relations Manager who will be pivotal in delivering exceptional guest experiences. In this role, you will interact closely with VIP guests, managing their needs and resolving queries and complaints efficiently. Join a reputable team that values inclusivity and guest service excellence.

Benefits

Competitive salary

Inclusive work environment

Career development opportunities

Qualifications

• Proven history in managerial customer service roles.
• Ability to work under pressure and respond to diverse situations.
• Strong background in handling guest feedback and complaints.

Responsibilities

• Serve as main point of contact for VIP guests.
• Seek and respond to guest feedback and queries.
• Manage and resolve guest complaints promptly.

Skills

Excellent verbal and written communication skills

Ability to deal with difficult interactions

Flexibility to respond to various situations

Passion for exceptional guest service

Education

Managerial experience in customer service

Job description

[aboutus]

Hotel Indigo is an upper-upscale lifestyle brand that captures the true spirit of the neighbourhood. With over 150 properties worldwide, we look for individuals that can inspire our guests to make unique discoveries through meaningful connections to the diverse people, places, and cultures of the local area. Bring your story, to inspire new ones.

[daytoday]

Our reputation is built on delivering exceptional guest experiences. Is it safe in your hands? We’re searching for a Guest Relations Manager capable of delivering a truly personal service to leave our guests satisfied every single time they stay with us.

Every day is different, but you’ll mostly be:
● Serving as the main point of contact for VIP Guests and ensuring hotel departments are fully briefed on their requirements
● Seeking verbal feedback from customers on a regular basis and responding to all guest queries in a timely and efficient manner
● Keeping close contact with guests for feedback, complaints and compliments – and following it up
● Managing, recording and resolving guest or customer complaints promptly
● Keeping other operating departments in the loop with important guest relations matters – from Food and Beverage and Maintenance to Housekeeping and Front Office

[requirements]

● Excellent verbal and written communication skills
● Ability to deal with difficult interactions and work under pressure
● Managerial experience working in a customer service function
● Flexibility to respond to a variety of different work situations
● A passion for delivering an exceptional level of guest service

[benefits]

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life.
We welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
So, join us and you’ll become part of our hotel family.