Guest Relations Manager

PPHE Hotel Group; Greater London; On-site; GBP 32,000 - 44,000; Full time

Benefits offered by this job

Hotel discounts

F&B discounts

Wellness days

3+ weeks holiday

Job summary

Park Plaza Waterloo Hotel is seeking a Guest Relations Manager to lead the guest relations team and uphold service excellence for our VIPs and regular guests.

You will resolve issues, champion guest satisfaction, and collaborate with Front of House to achieve targets. Proficiency in Opera and Microsoft Office is preferred. This role invites strong leadership and guest-centric hospitality throughout the property.

Qualifications

• Experience as Guest Relations Manager or Duty Manager in a hotel.
• Proficient with Microsoft Office and Opera.
• Strong communication and leadership skills.
• Ability to liaise with Front of House teams to ensure guest satisfaction.

Responsibilities

• Ensure the smooth running of the department on a day-to-day basis with effective communication.
• Liaise with Front of House teams to ensure guest satisfaction, colleague satisfaction, financial goals and responsible business targets.
• Lead by example, and motivate, train and inspire the Guest Relations team members.

Skills

Effective communication

Leadership by example

Guest satisfaction

Team motivation

Tools

Opera

Microsoft Office

Job description

Guest Relations Manager

At Park Plaza, we believe in providing a hotel experience that is tailored to the individual and their needs.As the friendly face of the 494 bedrooms at Park Plaza Waterloo Hotel, you will do more than just welcome our guests. The key role for you as ourGuest Relations Managerwill 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 aGuest Relations Manager,you will receive:

• Heavily discounted hotel rates in Europe (extends to the Radisson Hotel Group and family & friends)
• F&B discounts at our restaurants and bars (for your whole party)
• 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!
• Two free meals per dayincluding days off if you wish to come in!
• Access to 40% of your pay before payday through Wagestream
• Recommend a friend scheme – up to £750
• Vitality at work scheme with great gym discounts & more
• Ride to Work scheme & free cycling lessons
• Benefit Hub – Discounted prices at hundreds of stores, supermarkets, major retailers, attractions, restaurants, and cinemas.
• Free dry cleaning for work uniform
• Annual Staff parties and events

We are looking for aGuest Relations Managerwho will:

• Ensure the smooth running of the department on a day-to-day basis with effective communication.
• 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
• Proficient with Microsoft Office and excellent knowledge of Opera
• Share our values: Trust, Respect, Teamwork, Enthusiasm, Commitment, Care
• Has previous experience as aGuest Relations ManagerorDuty Managerin 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.