Guest Relations Manager

Millennium Gloucester Hotel London Kensington; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An impressive 4-star deluxe hotel in the heart of Kensington is seeking a Guest Relations Manager. This role is pivotal in ensuring exceptional guest experiences by being the primary contact throughout their stay. You'll create a welcoming atmosphere, resolve concerns, and anticipate guest needs while collaborating with all hotel departments. Join a dynamic team in a fast-paced environment where your skills in communication and problem-solving will shine. Enjoy a range of benefits, including career development opportunities and discounts on accommodation worldwide.

Benefits

Social Events

Training and development

Cash Health Plan

Pension Salary Sacrifice Scheme

Interest free Season Ticket Loan

Complimentary meals

Length of Service holiday scheme

Discount on Accommodation

Life Assurance

Recommend a Friend Scheme

Qualifications

• Excellent attention to detail and accuracy.
• Strong communication skills across all levels.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Greet and welcome guests, ensuring smooth check-in and check-out.
• Resolve guest inquiries and complaints promptly and effectively.
• Coordinate with hotel departments for consistent service delivery.

Skills

Attention to detail

Communication skills

Project management

Problem-solving

Confidentiality

Job description

Job Description

Millennium Hotel and Conference Centre Gloucester London is seeking a Guest Relations Manager who will be responsible for ensuring exceptional guest experiences by serving as the primary point of contact for guests throughout their stay. This role focuses on creating a welcoming atmosphere, resolving concerns efficiently, and anticipating guest needs to deliver personalized service. The Guest Relations Manager works closely with all hotel departments to maintain high standards of hospitality, enhance guest satisfaction, and promote customer loyalty.

The Guest Relations Manager Key Responsibilities will include:

• Greet and welcome guests upon arrival, ensuring a smooth and personalized check-in and check-out process.
• Serve as the main point of contact for guest inquiries, requests, and complaints, resolving issues promptly and effectively.
• Monitor guest satisfaction through feedback, surveys, and direct communication, and implement improvements where necessary.
• Coordinate with all hotel departments to ensure consistent service delivery and guest satisfaction.
• Manage VIP guest experiences, including pre-arrival planning and special requests.
• Maintain an up-to-date knowledge of hotel facilities, services, promotions, and local attractions to assist guests.

The Experience & Qualifications for Guest Relations Manager:

• Excellent attention to detail and accuracy.
• Excellent written/verbal communication and the ability to communicate across all levels of an organization.
• Confident individual who is adept in prioritising and managing multiple projects and tasks simultaneously.
• Ability to take the initiative and deal with unexpected situations and last minute changes.
• Ability to deal with sensitive and confidential data.

The successful candidate will be:

• Enthusiastic, self-motivated, proactive, resourceful with excellent attention to detail
• Demonstrate excellent presentation, negotiation and communication skills with the customers and other hotel departments
• Team worker
• Ability to work under pressure in a fast pace environment

About the Hotel

The Millennium Gloucester Hotel London Kensington is an impressive 4-star deluxe hotel in the heart of charming Kensington and a minutes walk to Gloucester Road Underground station, allowing convenient access around London.

The hotel boasts 610 spacious guest rooms and Guests will be spoilt for choice with the array of dining facilities available, including the hugely popular Humphreys Café & Bar, South West 7 and the Bombay Brasserie.

The hotel is also home to the Millennium Conference Centre which is the perfect place to host your event, with a variety of flexible meeting spaces, including 26 versatile function rooms covering a total of 1,600m2 and the capacity to accommodate up to 600 delegates. The impressive conservatory can cater for up to 300 guests and features palm trees, a piano, exclusive bar area and dance floor.

About the Group

Millennium Hotels and Resorts owns and operates a portfolio of over 120 hotels worldwide. In Europe, our 21 hotels provide the perfect gateway to explore landmark locations, with many iconic attractions and business hubs close by.

Properties under the group are placed into four collections; Lengs Collection, M Social Collection, Millennium Collection and Copthorne Collection. Each collection has its own distinct personality, character and clearly defined hotel brands within it; tailored to suit different types of guests

For you

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
• My Millennium discount perks
• Discount on Accommodation worldwide and 50% Food and Beverage Outlets
• Life Assurance
• Recommend a Friend Scheme

As well as real opportunities to develop and gain promotion within the industry.

We are an equal opportunities employer.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the United Kingdom. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

To improve compliance with identity document validation, successful applicants will provide their right to work in UK which will be verified using Trust ID Scanners and Software.

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