Guest Relations Officer

2 weeks ago

East London, United Kingdom The Dixon, Tower Bridge - Autograph Collection by Marriott Full time

The hotel

The Dixon, Tower Bridge, an award winning boutique style hotel part of Autograph Collection Hotels opened its doors in late 2018. Taking centre stage in the Tower Bridge neighbourhood on Tooley Street, The Dixon, Tower Bridge, Autograph Collection is the new cultural hub for the capitals centre of artistic activity.

  • Named after John Dixon Butler, the architect who originally constructed the building in 1905 as a Magistrates Court and police station, the hotel takes inspiration from the areas vibrant cultural heritage, while also capturing its new wave of creative cool.
  • The 193 rooms will redefine the traditional boutique hotel by seamlessly incorporating the local neighbourhoods culture through an artful mix of heritage design. Think simple brickwork, tall windows and modern furniture from British designers that will sit alongside more classic pieces, whilst curated artworks from local artists will hang on the walls.
  • Cleverly reflecting the buildings purpose as a courtroom, the restaurant will serve as a neighbourhood oasis that will welcome not only hotel guests but also the local trade.

Overview:
We are looking for a dedicated and proactive Guest Relations Officer to join our dynamic Front of House team. This individual will play a pivotal role in providing an efficient and welcoming experience to our guests, ensuring that their needs are met with professionalism and enthusiasm from arrival to departure. The ideal candidate will have excellent communication skills, a passion for customer service, and the ability to handle guest queries and requests with care and efficiency.

Key Responsibilities:

People:

  • Ensure an efficient and welcoming experience for guests both upon arrival and departure.
  • Address guest comments and concerns promptly, efficiently, and courteously, ensuring complete guest satisfaction.
  • Provide insightful and tailored recommendations to guests based on individual preferences, ensuring a personalized experience.
  • Maintain an in-depth knowledge of hotel products and services to assist guests with their requests and inquiries.
  • Collaborate effectively with the Front of House team to maintain high service standards and a smooth operation.

Quality:

  • Ensure data accuracy in all guest-related records, following hotel standards.
  • Adhere to all procedures regarding payment acceptance, including credit cards, cash, and foreign currency exchange.
  • Complete all tasks on the designated task list in a timely and efficient manner, ensuring proper follow-up and communication prior to the end of the shift.
  • Be fully conversant with the hotel systems, including PMS (Opera), Marriott Global Source, Guest Voice, and other relevant systems.
  • Responsible for guest requests and follow-ups.
  • Building long term relationship with the guests and go the extra mile with a CAN DO attitude.
  • Participate in regular departmental communication meetings, reviewing objectives, monitoring results, and recording meeting minutes as required by the Front Office Manager.
  • Follow all Health and Safety practices and policies in compliance with the Health and Safety Act.
  • Be fully familiar with hotel emergency and evacuation procedures.

Profit:

  • Demonstrate excellent knowledge of room categories, hotel facilities, rates, packages, and any ongoing promotions.
  • Maximize hotel occupancy by using up-selling techniques to promote room categories and hotel services.

About You:

  • Previous experience in guest-facing roles within the tourism and hospitality industry, preferably in an upscale hotel environment.
  • Strong knowledge of MS Office and hotel PMS systems, with Opera experience being an advantage.
  • Excellent communication skills, both verbal and written, with the ability to interact effectively across various channels.
  • Strong interpersonal skills and a customer-centric approach, ensuring a seamless and memorable guest experience.
  • Empathetic, professional, and adaptable to changing situations, maintaining composure under pressure.
  • High attention to detail and accuracy, with the ability to manage your own time effectively.
  • A flexible and approachable demeanour, willing to handle both routine and non-routine tasks.

If you would like to join a people focused team in a unique hotel, please do get in touch We look forward to hearing from you.


AMRT1_UKCT

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