Guest Relations and Duty Team Leader

Park Plaza; Greater London; On-site; GBP 19,000 - 25,000; Full time

Benefits offered by this job

Salary paid hourly (£14.32 per hour)

30 days holiday per year incl bank/hol

Staff meals (2 per day)

F&B discounts

Pension plan

Wagestream access (pay advance)

Discounted hotel rates

Ride to Work scheme

Staff parties and events

Employee Assistance Programme 24/7

Job summary

Park Plaza London Riverbank is seeking a Guest Relations and Duty Team Leader to oversee the guest relations function, ensuring exceptional service and memorable stays for VIPs and regular guests.

You will lead by example, coordinate with Front of House teams, and resolve guest issues while maintaining Opera-based procedures and standards.

Qualifications

• Previous experience as a Guest Relations Host or Receptionist in a hotel.
• Strong communication and guest-relations skills.
• Ability to lead by example and motivate a team.
• Good working knowledge of Opera front-office software.

Responsibilities

• Ensure the smooth running of the department on a day-to-day basis with effective communication.
• Create opportunities to go above and beyond for our guests and make their stay memorable.
• Inspire others by sharing passion for outstanding customer service.
• Liaise with Front of House teams to ensure guest satisfaction and financial targets.
• Lead, train and motivate the Guest Relations team members.
• Maintain full operational knowledge of all procedures, including Opera.
• Uphold company values: Trust, Respect, Teamwork, Enthusiasm, Commitment, Care.

Skills

Customer service

Job description

Guest Relations and Duty Team Leader- Park Plaza Riverbank

At Park Plaza, authenticity is at the heart of everything we do. The friendly face of the 645 bedrooms Park Plaza London Riverbank Hotel, you will do more than just welcome our guests.

The key role for you as our Guest Relations and Duty Team Leader will be to ensure that the service provided by the guest relations team is beyond the normal guest experience that would be expected by our guests. You will be expected to maintain and grow the relationship between the hotel and our VIPs and regular guests and support the guests in resolving any issues that may arise.

As a Guest Relations and Duty Team Leader you will receive:

• Salary: £ 14.32 per hour plus great benefits
• Two wellness days per year, meaning all team members start with 30 days of holiday per year – including bank holidays, increasing with years of service!
• Heavily discounted hotel room rates in Europe (extends to the Radisson Hotel Group and family & friends)
• 50% F&B discount at our restaurants and bars (for your whole party)
• Start with 30 days holiday per year - incl bank holidays
• Two free meals per day - including days off if you wish to come in!
• Access to 40% of your pay before payday through Wagestream!
• Recommend a Friend scheme - £750
• BenefitHub – Discounted prices at hundreds of online and high street stores, supermarkets, major retailers, attractions, restaurants and cinemas.
• Vitality at work scheme with great gym discounts & more
• Ride to Work Scheme & free local cycling lessons
• Travel season ticket loans *
• 24/7 access to our Employee Assistance Programme
• Rotas published at least two weeks in advance (if applicable)
• Departmental productivity and service incentive schemes *
• Uniforms provided (if applicable) & free dry cleaning
• Annual Staff parties and events
• Company pension plan & award-winning training

We are looking for a Guest Relations and Duty Team Leader who will:

• Ensure the smooth running of the department on a day-to-day basis with effective communication.
• Create opportunities to go above and beyond for our guest and make their stay memorable
• Inspire others: you lead by example, enthusing your team by sharing your passion for outstanding customer service.
• Liaise with relevant Front of House teams to ensure guest satisfaction, colleague satisfaction, financial goals and responsible business targets are met.
• Play a hands-on role leading by example, and taking opportunities to motivate, train and inspire the Guest Relations team members
• Have full operational knowledge of all procedures, with a strong working knowledge of Opera
• Share our values: Trust, Respect, Teamwork, Enthusiasm, Commitment, Care
• Has previous experience as a Guest Relations Host or Receptionist in a hotel

Renowned for creating memorable moments, Park Plaza caters to both leisure and business travellers with stylish guest rooms and versatile meeting facilities which are perfectly complemented by award-winning restaurants and bars.

Park Plaza. Be part of it.