Guest Relations Manager

AccorHotel; Greater London; On-site; GBP 39,000; Full time

Job summary

A leading hospitality firm in central London seeks a passionate Guest Relations Manager to join their vibrant hotel team. You will ensure smooth operations by managing feedback and leading exemplary guest service. Previous hotel experience is essential, while knowledge of OPERA Cloud is desirable. The role offers a competitive salary of £38,410 per annum, bonuses, and numerous employee benefits including annual leave and wellness perks. This is a full-time position with no remote work.

Benefits

Complimentary stays at Accor properties

Contributory pension plan

Discounted rates at Accor Hotels

Free meals while on duty

Access to hotel gym

24/7 support through Employee Assistance Programme

Up to 33 days of annual leave

10% Annual Bonus

Qualifications

• Previous experience in a similar role in a busy hotel environment is essential.
• Knowledge of OPERA Cloud is desirable.

Responsibilities

• Ensure the smooth operation of the Guest Relations Department.
• Manage all guest feedback professionally and efficiently.
• Engage with staff and build relationships with guests.
• Ensure all guests are satisfied throughout their stay.
• Responsible for the management and training of Guest Relations Executives.

Skills

Guest service management

Communication

Relationship building

Feedback management

Tools

OPERA Cloud

Job description

We are looking for a FUN PASSIONATE & EXTROVERTED Guest Relations Manager who wants to join our FANTASTIC FRONT OFFICE TEAM at our VIBRANT central London hotel. Pullman London St Pancras has 312 bedrooms and 17 meeting rooms including the Shaw Theatre.

Responsibilities

• Ensure the smooth operation of the Guest Relations Department working in conjunction with the Front Office team as well as the hotel
• Be the main contact for guests in the hotel and be there to professionally and efficiently manage all feedback which have been raised by guests
• Be the main driver of exemplary guest service and lead by example
• Engage with the staff to build meaningful relationships with guests
• You will act as a point of contact for all guests using the lobby area as a base
• Ensure that the team comply with company brand standards and audit controls
• Assist the Welcome Manager to monitor and coach the Front Office teams performance and assist in their personal development
• Ensure that all fire drills evacuations or security alerts are professionally managed in accordance with the health and safety procedures
• Ensure that the Hotels well presented at all times with particular reference to the cleanliness internal and external maintenance
• Ensure that the guests are completely satisfied at every stage of their stay from check-in to check-out and you will need to liaise with all departments where necessary
• You will report to the Operations Manager and will be responsible for the management and training for your team of Guest Relations Executives
• Carry out Senior Duty Management shifts as per rota

Qualifications : Experience

• Knowledge of OPERA Cloud is desirable
• Previous experience in a similar role in a busy hotel environment is essential

Benefits

• Bonus Breaks : Enjoy two complimentary one or two night stays per year at other Accor properties across the UK
• Pension Scheme : Secure your future with our contributory pension plan
• Employee Benefit Card : Take advantage of discounted rates at Accor Hotels worldwide
• Complimentary Meals : Free meals provided while on duty
• Wellness Perks : Free access to the hotel gym
• Employee Assistance Programme : Confidential support available 24 / 7
• Annual Leave : Up to 33 days of annual leave per year (including public holidays)
• Bonus : 10% Annual Bonus

Salary : 38,410 per annum 10% Annual Bonus

The successful candidate must already have eligibility to work in the UK.

Remote Work : No

Employment Type : Full-time

Vacancy : 1