Guest Relation Manager

7 days ago

London, United Kingdom AccorHotel Full time

MAIN RESPONSIBILITIES

  • This role is the core of the hotel service as it is all about guests satisfaction and customer services where all departments converge.
  • Its priority is our customer and hotel reputation
  • You will have the ability to multitask while under pressure and have a proactive personality in this busy handson role
  • Find new ways to push our RPS (reputation performance score)
  • Relay with Heads of Departments with complaints and issues
  • Ensures the high standard of services provided for guests and the attainment in all areas of the hotel for both qualitative and quantitative targets
  • Conveys the hotels image and atmosphere through his/her exemplary attitude warm and friendly welcome availability and frequent presence in the field
  • Proactive and motivated attitude through the team
  • This role is 70% guest relations facetoface and 30% admin tasks
  • Improves the departments results by increasing sales and productivity in all areas of the hotel
  • Liaise closely with other HODs in the team. For Example Chef Housekeeping and Maintenance
  • Perform Shifts in the hotel when needed
  • Be creative with amenities and sparkles personalise memorable moments with our guests
  • Make our regulars feel important and recognised
  • Spend time in our Lobby and outlets to allow for Guest interaction and complaint handling
  • Completing the training in Reception and support the Reception team if needed

Commercial / Sales

  • Promotes special offers and a full range of products
  • Improves the departments results by increasing sales and productivity in all areas of the hotel
  • Brand promise
  • Promote guest satisfaction experiences through Accor Extranets
  • Ensure an attitude of anticipative and caring service is displayed at all times during your shift
  • Assist and proactively aim to reach our annual targets for Budgets RPS and other targets stipulated for the year

Management and Administration

  • Work within the team completing the daytoday operation of the Guest Relations department to ensure service standards are followed with friendly and engaging service
  • Reply back to all Hotel reviews and complaints
  • Checks inventories that have been carried out
  • Tracking the budget and refunds on a daily & weekly basis
  • Complaint tracking based on category
  • Be in constant contact with the other departments and ensure that information circulates smoothly between them e.g. Reception Maintenance HK and Kitchen
  • Cover DM shifts and support all departments
  • Ensure employees are informed daily about priorities to personalize service
  • Follows all departmental policies procedures and standard
  • Effectively & responsibly handles quests requests and reservations
  • Clearly demonstrates to guests and colleagues a commitment to service excellence

NOTE: The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.


Remote Work :

No


Employment Type :

Fulltime

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