Head of guest relations - FWP- Front Office

Fairmont Windsor Park - Arora Group; Egham; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Free meals on duty

Complimentary on-site parking

Free shuttle to Heathrow Terminal 5 &E

Discounted Friends & Family rates atAr

Cycle to work scheme

Life assurance

Job summary

Fairmont Windsor Park - Arora Group is seeking a dynamic Guest Relations Manager to lead a dedicated team in delivering exemplary VIP hospitality.

You will drive high standards, oversee daily guest relations operations and coordinate with housekeeping and engineering to ensure flawless arrivals and stays for discerning travellers.

Qualifications

• Strong leadership and motivational abilities.
• Exceptional attention to detail and drive to maintain high standards.
• Excellent problem-solving and decision-making skills.
• Strong communication, interpersonal and organisational skills.
• Confidence and professionalism when interacting with high profile guests.

Responsibilities

• Oversee the daily Operations of Guest Relations by coaching, leading, guiding and directing the efforts of the team of Guest Relations.
• Conduct regular inspection of VIP arrival rooms and liaise with Housekeeping/Engineering on deviations from standard set-ups.
• Ensure regular reports, communication and history are maintained about our discerning travelers.
• Champion VIP guest experience on property and seek opportunities to improve standards to remain competitive within the luxury market.
• Provide support, training and assistance to your Guest Relations Team, stepping in for support across all service touch points.

Skills

Leadership

Communication

Problem-solving

Attention to detail

Interpersonal skills

Organisational skills

VIP guest experience

Coaching & development

Calm under pressure

Opera PMS

Microsoft Office

Professional appearance

English proficiency

Tools

Opera PMS

Microsoft Office

Job description

About us...

Fairmont Windsor Park is a beautiful, heartfelt retreat surrounded by 40 acres of English countryside that blends iconic heritage with modern elegance. Our five-star hotel includes 251 luxurious bedrooms and suites accompanied by 7 restaurants and bars offering an unrivalled dining experience. The spa and wellness facilities are inspired by nature and the hotel has state of the art conference facilities.

A bit about what you will do...

• Oversee the daily Operations of Guest Relations by coaching, leading, guiding and directing the efforts of the team of Guest Relations

• Conduct regular inspection of Very Important Person (VIP) arrival rooms and liaise with the Housekeeping or/and Engineering department on deviation from standard set-ups
• Ensure regular reports, communication and history are maintained about our discerning travelers
• Champion VIP guest experience on property and seek every opportunity to improve standards to remain competitive within the luxury market
• Provide support, training and assistance to your Guest Relations Team, stepping in for support across all service touch points

More about you...

• Strong leadership and motivational abilities.
• Exceptional attention to detail and drive to maintain high standards.
• Excellent problem-solving and decision-making skills.
• Strong communication, interpersonal and organisational skills.
• Confidence and professionalism when interacting with high profile guests.
• Proven experience in managing, coaching and developing teams.
• Approachable and positive manner with a "can do" attitude.
• Ability to remain calm under pressure.
• A smart and professional appearance.
• Proven track record in a similar position within a 5-star hotel.
• Proficiency in Opera PMS and Microsoft Office.
• Excellent standard of English, both written and spoken.
• Experience of working with brand standards.

What's in it for you...

• Competitive salaryHoliday - 28 days holiday, enhanced after 5 years of service.
• But there's more...
• Free meals on duty.
• Complimentary on-site parking is available whilst on duty.
• Free limited shuttle service between the hotel and Heathrow Terminal 5 and Egham Station.
• Discounted employee friends & family rates at Arora Hotels.
• Food and beverage discounts.
• Christmas gifts and employee parties.
• Introduce a friend scheme.
• Cycle 2 work scheme.
• UK attraction discounts @ Merlin Entertainments.
• Taste card.
• Life assurance scheme.
• Wage stream.
• Employee assistance programme.
• Arora star employee recognition.
• Long service recognition award.
• Grow with us...We are growing rapidly and with growth comes advancement opportunities. Being part of the Arora group there are exciting opportunities for career progression and development across our properties and brands.