Guest Relations Manager

2 weeks ago

Oxford OX AL, United Kingdom Leonardo Royal Hotels Full time

We have a great opportunity for a Guest Relations Manager to join the team at the iconic Leonardo Royal Hotel Southampton Grand Harbour.

We want you  to support a brilliant and diverse team to deliver excellence to our valued customers across our amazing hotel.

Experience we expect:

  • Strong Operational knowledge across either Reception or Food and Beverage Departments or even better both
  • Background in branded hotels or restaurants is preferred – so you will understand how we work
  • Excellent Customer service skills, standards driven, good organisational skills
  • To be able to make decisions in a fast paced environment and to enjoy it
  • To be great at up-selling – anticipating customer needs as well as improving the bottom line
  • To be able to manage the team and resources available to ensure that the departments are equipped for service via cost controls, stock monitoring and good rota management
  • Ability to communicate to and motivate your team providing day to day leadership and direction
  • Be able to use computer systems – we use Opera and Micros. (for the occasional time you do get a desk)

Your responsibilities will be:

  • To carry out duty management shifts, plan and ensure the hotel is ready for the days business – preparing for the morning meeting and sharing information with the team
  • To be out and about in the hotel, supervising the day to day operation and ensuring exceptional guest service
  • To manage the hotel concierge service including coordinating duties and assisting in busy periods 
  • To carry out pre arrival calls to maximise upselling opportunities and increase guest satisfaction and meet and greet VIP guests
  • To respond to all guest feedback, including online reviews and review all complaints and feedback to put in place improvements
  • To develop and train the team to be able to deliver their job brilliantly so that we get great feedback from guest 

Please be aware that this role is working a mixture of early and late shifts, five days over seven, which will include evenings and weekends.

Some of the perks you could enjoy include: 

  • Special rates on Leonardo Hotel rooms across the UK & Europe: get planning that city break you’ve been dreaming of 
  • Company-wide recognition scheme: for being your fabulous self, you could earn vouchers to spend on a wide range of high street shops 
  • Meals on duty
  • Talent referral scheme: earn yourself a bonus for recommending a friend to join us
  • We love to get together and celebrate: we regularly host Thank You Week (your hotel could have anything from ice cream trucks to pizza parties) and every year we get dressed up in our fanciest threads to host our Employee Awards Celebration 
  • The important stuff: access to the Company Pension Scheme, Life Assurance and Wellbeing Support
  • Ongoing job-related training programmes with clear paths for progression

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