Guest Relations Manager

The NoMad Hotel London; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

The NoMad Hotel London is seeking a Guest Relations Manager to enhance our front of house operations. You will be responsible for building guest relationships, coordinating high-profile arrivals, and ensuring an exceptional experience for all visitors. Join our team and help provide the iconic NoMad hospitality!

Benefits

50% Employee discount in F&B outlets

Pension Scheme

Complimentary family meal and coffee while on duty

Growing team with great training and progression opportunity

Wagestream

Hotel discount

Private Health Care

5 days paid sick leave per year

Additional holiday for each completed year of service

Qualifications

• Strong customer service mindset.
• Ability to manage guest complaints effectively.
• Experience in building relationships with guests.

Responsibilities

• Build relationships with guests through active presence.
• Coordinate experience for high profile guests.
• Manage guest feedback and complaints.

Skills

Customer Service

Communication

Problem Solving

Team Leadership

Job description

THE NOMAD WAY

Hospitality is at the core of what we do and who we are. It’s more than just a job; it’s a path to a career in our industry. Many of us at NoMad have grown from within these walls and we pride ourselves on providing these opportunities. We thrive to achieve our vision to be a thriving hotel combining the best of New York hospitality with London charm. Our values connect us; our behaviours guide us; and our non-negotiables drive us.

Welcome to NoMad London

Overview Of Role

Reporting directly to the Front of House Manager, the Guest Relations Manager is an integral part to Front of House operations. Liaising closely with all hotel departments, the Guest Relations Manager will both lead and inspire others, to ensure the delivery of timeless and authentic service. With the desire to learn and develop while lending their innate ability to coach others, the Guest Relations Manager will take lead on representing NoMad London positively to all internal and external stake holders.

EXPECTATIONS

The Guest Relations Manager Is Expected To

• Be a positive ambassador of The NoMad throughout your professional career with us.
• Always adhere to company policies and procedures, including but not exclusive of; H&S policies, HR policies; employee handbook.
• To role model The NoMad values and bringing them to life through every interaction.
  
  

Main Duties & Responsibilities

The main responsibilities of the Guest Relations Manager are summarised below, the list is not exhaustive:

• Build relationships with guests through active lobby presence, pre and post stay communications and supporting front office operations.
• Coordinating arrival experience for high profile guests ensuring excellent level of service.
• Managing the Guest Relations mobile, ensuring it is covered 24 hours a day for high profile guests.
• Managing the Guest Relations inbox.
• Be creative in finding out of the box solutions to wow guests.
• Act as a role model for service standards and detail, encouraging the team to update guest’s profiles with preferences and dislikes.
• Work closely with Food and Beverage Guest Relations Manager, involving weekly catch ups, feedback meetings, arrival meetings and various joint projects.
• Attend morning operations meetings and arrivals meetings.
• Work with other managers within the business to ensure the smooth flow of communication between all departments to enhance levels of guest service.
• To continuously review the guest experience level to ensure it is of the highest standards and see where improvements can be made.
• To provide support and cover to the Duty Manager if needed.
• Logging guest issues and updating their profiles where necessary.
• To assist with handling guest complaints and feedback in a timely manner, reporting to relevant managers when applicable.
• Respond to online guest reviews and Tabitha inbox.
• Manage guest amenities with an imagination, creativity and elegance.
• Ensuring guests’ profiles on Opera reflect the correct amenities sent to the guest.
• Setting up in-room amenities for SA arrivals or any special occasions upon request of the guest.
• Manage amenities budget for Front Office, involving placing orders, tracking expenditure and monthly reports.
• To help create a positive, encouraging and fun place to work for our team and each other.
• Highlight to Front Office Manager individual and team performance to recognise and reward, as well as learn and improve.
• Introduce trainings and mentoring to Front Office teams to ensure the highest service standards all in alignment with the NoMad brand.
• Ensure that all health and safety standards are upheld by both staff and guests.
• Ensure the ‘scene is set’ in alignment with NoMad brand focusing on music and lighting levels.
  
  

What We Offer

• £750 Refer a Friend Scheme
• 50% Employee discount in F&B outlets
• Pension Scheme
• Complimentary family meal and quality coffee/hot drinks whilst on duty
• Growing team with great training and progression opportunity
• Paid break and annual leave
• Good work/life balance
• Wagestream
• Your birthday off (paid) after one year of service
• Hotel discount
• Private Health Care
• Experience Stay - Breakfast included
• 5 days of paid sick leave for every rolling 12 months
• Additional holiday for each completed year of service
  
  

Please note whilst we wish we could respond to all applicants, only those shortlisted will be contacted.