Guest Relations Manager

RBH; Liverpool; On-site; GBP 24,000 - 36,000; Full time

Job summary

An exciting opportunity awaits you at a newly opened 5-star hotel in Liverpool, where you will play a crucial role in enhancing guest experiences. As a Guest Relations Manager, you will oversee every detail of the guest journey, ensuring exceptional service and creating memorable moments. You will be part of a vibrant hotel community that values your contributions and empowers you to bring your ideas to life. With a comprehensive benefits package and a focus on personal growth, this role offers a unique chance to thrive in a dynamic environment. Join us and let your passion shine!

Benefits

Hotel Discounts

Referral Schemes

Birthday Holiday

Pension Scheme

Free Meals on Duty

Parking Discounts

Social Events

Qualifications

• Experience in guest relations and hospitality management.
• Strong ability to analyze feedback and implement improvements.

Responsibilities

• Oversee guest journey from pre-arrival to departure.
• Provide exceptional customer care and resolve complaints promptly.
• Collaborate with the Head Concierge for seamless operations.

Skills

Customer Care

Emotional Intelligence

Upselling

Complaint Resolution

Relationship Building

Education

Hospitality Management Degree

Job description

JOIN OUR FAMILY

Belong in a place where you can be yourself and love what you do. Join our hotel community and we will support you to realise your true potential. You will be part of a team where everyone’s contribution is valued. We will empower you to bring ideas to elevate our services, creating personalised experiences for guests. Help them to feel special, and we will do the same for you.

THE EXCITING OPPORTUNITY

We opened the first 5* Hotel in Liverpool; The Municipal Hotel & Spa MGallery in May 2023 and have reset the clock within this historic building, bringing it back to life. Our Heartists aspire to create memorable, heartfelt moments for all life enjoyers to experience unique stories from the past but also to immerse themselves into our hospitality, creating their own astonishing tales of MGallery magical moments. We boast 179 stunning bedrooms set in a remarkable and inspiring landmark of the city. Time is of essence and at the heart of The Municipal’s story. The iconic clock tower and bells giving the tempo to a timeless melody. Various restaurants, bars and a state-of-the-art spa sanctuary experience, will offer everyone the place to have the time of their lives, pause the clock and embark upon their own magical journey with MGallery.

MGallery – Boutique hotels with one-of-a-kind designs (accor.com)

A DAY IN THE LIFE OF A GUEST RELATIONS MANAGER AT THE MUNICIPAL HOTEL & SPA MGALLERY

What you'll be doing...

• Overseeing every detail of our guest journey from pre-arrival to departure, ensuring an exceptional experience.
• Creating personalised ‘M’ moments based on guest preferences to make their stay memorable.
• Providing genuine customer care with emotional intelligence and service excellence.
• Conducting daily Duty Management shifts and maintaining a good knowledge of Reception operations.
• Driving guest satisfaction and proactively addressing service delivery issues.
• Acting as an ambassador for the hotel and brand, resolving complaints promptly and preventing future issues.
• Managing personalised services from pre-arrival to post-stay, including special occasions and surprise ‘M’ moments.
• Maintaining accurate guest profiles and responding to feedback.
• Handling emergency procedures effectively.
• Building strong internal and external relationships for seamless operations.
• Collaborating with the Head Concierge to ensure the lobby is welcoming at all times.
• Supporting upselling efforts through lobby interactions on weekends.
• Driving revenue through upselling and cross-selling.
• Leading daily briefings on VIP arrivals, ‘M Moment’ events, and RPS scores.
• Taking ownership of guest complaint resolution to turn negative experiences into positive ones.
• Analyzing guest feedback to identify issues and implement improvements.
• Completing departmental assessments and providing feedback to HODs.
• Ensuring all guest interactions meet service standards.

What We Offer

Joining us makes you a member of the Accor and RBH groups, with all associated benefits. The ALL Heartists program offers memorable experiences, hotel discounts, and exclusive partner deals. RBH benefits include Hapi Benefits, referral schemes, birthday holiday, pension scheme, and more. The Municipal Hotel also offers friends and family rates, discounts, free meals on duty, gratuities, parking discounts, and social events.

You will have access to a comprehensive benefits package designed to support our people and culture. Click here to watch our RBH employee benefits video.

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We value diversity and inclusion. If you require reasonable adjustments during our hiring process, please contact [e-mail].

Apply now. Let your passion shine. #MGallery #MGalleryMoments