Guest Relations Manager

TN United Kingdom; Liverpool; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a vibrant hotel community where your passion for hospitality can shine! As a Guest Relations Manager, you will play a key role in creating memorable experiences for guests at a newly opened 5-star hotel in Liverpool. You'll oversee every aspect of the guest journey, ensuring exceptional service and satisfaction. With a focus on personalization, you'll help guests create their own unique stories while enjoying a range of benefits, including discounts and exclusive experiences. This is your opportunity to make a lasting impact in a dynamic environment that values every contribution.

Benefits

Discounted Local Parking

Free Meals on Duty

Gratuities

Friends and Family Rates

Extra Day’s Holiday for Birthday

Pension Scheme

Social Events

Exclusive Discounts with Partners

Qualifications

• Proven track record in customer care and service excellence.
• Experience managing guest relations and personalized services.

Responsibilities

• Oversee guest journey from pre-arrival to departure.
• Drive guest satisfaction and manage personalized services.
• Handle guest complaints and ensure service recovery.

Skills

Customer Care

Emotional Intelligence

Service Excellence

Guest Satisfaction

Complaint Resolution

Education

Experience in Hospitality Management

Job description

Social network you want to login/join with:

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...

You will be
involved in overseeing every detail of our guest journey with us, from
pre-arrival to departure, ensuring every element is exceptional. From check-in to departure, you will champion
our hotel vision of creating bespoke, memorable ‘M’ moments, discovering those
unique ‘golden nuggets’ about our guests that allow us to personalise their
stay.

You will
have a proven track record of showing genuine customer care, with emotional
intelligence and service excellence at the forefront of everything you do.

You will be responsible
for conducting daily Duty Management shifts and to have a good working
knowledge of Reception. You will drive
guest satisfaction and have a proactive approach to service delivery. You will be an ambassador for the hotel and
brand, providing an immediate point of contact for colleagues, guests and in
the tracking, resolution and future prevention of complaints.

Other duties
include;

· A strong guest focus, managing personalised services from
pre-arrival to post-stay.

· Develop innovative amenities and touchpoints to elevate guest
experiences, such as managing special occasions and surprise ‘M’ moments.

· Maintain accurate guest profiles and respond to post-departure
feedback to protect the financial and operational interests of the hotel.

·
To deal effectively with all emergency procedures
within the hotel

· Build strong relationships internally and externally, ensuring
seamless coordination across departments.

· Working in unison with the Head Concierge to ensure the lobby is
always covered all times providing a warm welcome for all guests.

· Ensuring ‘Lobby Host’ is completed, offering Canape’s or
Cocktail of the Month samples, on weekends, to support upselling.

· To drive guest satisfaction of our ‘ALL Members’ and being the
point of contact for all members.

· To drive revenue through upselling and cross selling.

· Communicating clearly with other teams and leading the daily
morning meetings, briefing all key players on VIP’s, ‘M Moment’ arrivals, and
RPS daily score.

· Take ownership of guest complaint resolution, ensuring swift
action and service recovery strategies that turn negative experiences into
positive ones.

· Analyse guest complaints regularly, identifying common issues
and implementing solutions to prevent reoccurrence.

· Working closely with the Director of Operations, completing LQA
self-assessments on departments, and providing clear, structured feedback to
the HOD’s.

· To meet all service standards in every guest interaction.

WHAT WE OFFER

When you become one of our Heartists, you will also be a member of the
Accor and RBH group with all the benefits that brings. The ALL Heartists
program is the benefits programme dedicated to Accor Heartists. It provides employees with the opportunity to
enjoy memorable experiences throughout the year, thanks to preferential rates
in hotels and exclusive discounts with a wide range of partners. The RBH company benefits extend these
offerings across RBH Managed hotels, Hapi Benefits, Refer and Reward Schemes,
an extra day’s holiday for your birthday and pension scheme. To conclude this power trio, we have The
Municipal Hotel benefits with friends and family rates, discounts, free meals
on duty, gratuities, discounted local parking and social events. What’s not to love?

You will have access to a benefits package we believe truly works for
our people and enhances our overall culture... To learn
more about our full benefits package, click here to
watch our RBH employee benefits video.

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe
in hiring a diverse workforce and sustaining an inclusive, people-first
culture. If at any point throughout our process you require reasonable
adjustments, please contact[emailprotected] .

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