Guest Relations Manager

Millennium & Copthorne Hotels; Greater London; On-site; GBP 28,800 - 35,200; Full time

Benefits offered by this job

Social Events, Wellbeing and Team Activities

Training and development

Cash Health Plan cover option available

Pension Salary Sacrifice Scheme

Career development and salary reviews

Interest free Season Ticket Loan Scheme

1 Volunteer Days per year

Complimentary meals prepared by chefs

Length of Service related holiday scheme

Discount on Accommodation worldwide

Life Assurance

Recommend a Friend Scheme

Job summary

Millennium & Copthorne Hotels is seeking a dynamic Guest Relations Manager at The Chelsea Harbour Hotel. This role is responsible for ensuring exceptional service and satisfaction, particularly for VIP guests. The manager must possess excellent multitasking abilities and a strong knowledge of guest relations procedures.

Responsibilities include leading guest communications, managing complaints, and maintaining guest profiles. The position offers a benefits package including training, wellness activities, and discounts on accommodations.

Qualifications

• Proven experience in guest relations within the hospitality industry.
• Strong interpersonal skills and ability to manage guest expectations.

Responsibilities

• Drive high levels of service and satisfaction among guests.
• Lead communication with guests throughout their stay.
• Monitor and follow-up on guest complaints and feedback.

Skills

Ability to multitask

Knowledge of Opera

Skill in communication

Personable

Flexible

Calm under pressure

Approachable

Focused

Job description

The Chelsea Harbour Hotel is looking for a dynamic and energetic Guest Relations Manager, who is responsible for the overall operation of the front office and assumes responsibility for the hotel, with a passion for creating memorable moments, attention to detail, and personalised guest service.

Responsibilities

• Drive high levels of service, satisfaction and loyalty amongst guests and be the “go to” person for guests and particularly VIP’s.
• Be the proactive point of contact for guests, pre, during and post stay.
• Effectively lead the communication pertaining to guests throughout the hotel, liaising professionally and timely with all departments.
• Be the caretaker for suite guests, special occasion guests and long stay guests.
• Meet and entertain guests and VIP’s, building relationships with them encouraging repeat custom.
• Analyse, review and respond to Social Media and guest internal and external feedback platforms within 48 hours in a professional manner and gain an understanding on where and how improvements can be made.
• Monitor, communicate and follow‑up guest complaints.
• Maintain and update guest’s history and profiles with accurate information.
• Track and drive the hotel’s guest return ratio, building a loyalty of guests.
• Refresh and drive the VIP programme and standards and constantly review performance of it.
• Responsible for the look, feel and service of the hotel lobby.
• Assist Front Office with check‑in and check‑out during busy periods.
• Promote the hotel’s facilities to all guests and visitors.
• Assist with hotel showrounds.

Essential Skills

• Ability to multitask
• Knowledge of Opera
• Skill in communication, guest service
• Personable
• Flexible
• Calm under pressure
• Approachable
• Focused

We offer a benefits package including:

• Social Events, Wellbeing and Team Activities
• Training and development
• Cash Health Plan cover option available
• Pension Salary Sacrifice Scheme
• Career development and salary reviews
• Interest free Season Ticket Loan Scheme
• 1 Volunteer Days per year (fully paid and in addition to your annual leave)
• Complimentary meals prepared for you by our chefs
• Length of Service related holiday scheme
• Discount on Accommodation worldwide and 50% Food and Beverage Outlets
• Life Assurance
• Recommend a Friend Scheme

Key Information

• Salary: upto £32000 pa
• Address: SW10 0XG

About the Group

Millennium Hotels and Resorts owns and operates a portfolio of over 120 hotels worldwide. Properties under the group are placed into collections: Leng’s Collection, M Social Collection, Millennium Collection, Copthorne Collection and The Biltmore. Each collection has its own distinct personality, character and clearly defined hotel brands within it, as well as real opportunities to develop and gain promotion within the industry.