Guest Relations Manager

1 month ago

Central London, United Kingdom DoubleTree by Hilton London West End Full time

Were searching for an experienced, caring and creative Guest Relations Manager to join Crimson Hotels, who will drive high level of service, satisfaction and loyalty among our guests.

Responsible for the Guest Relations department with the support of their team, this role will be the main point of contact for guest services and act as the hotels guest ambassador ensuring the highest of luxury standards are delivered with a feeling of comfort, warmth and friendliness.

The Role

  • Drive high levels of service, satisfaction and loyalty amongst guests and be the go to department for guests where everything will happen
  • Be the proactive point of contact for guests, pre, during and post stay
  • Effectively lead the communication pertaining to guests throughout the hotel, liaising professionally and timely with all departments
  • Be the caretaker for suite guests, special occasion guests, and long stay guests
  • Meet and entertain guests and VIPs, building relationships with them encouraging repeat custom
  • Analyse, review and respond to Social Media and guest internal and external feedback platforms within 48 hours in a professional manner and gain an understanding on where and how improvements can be made
  • Monitor, communicate and follow-up guest complaints
  • To maintain and update guests history and profiles with accurate information
  • Track and drive the hotels guest return ratio, building a loyalty of guests
  • Refresh and drive the VIP programme and standards and constantly review performance of it
  • Coordinate and implement the childrens and family program across all departments
  • Coordinate and implement the guest preferences program across all departments
  • Responsible for the look, feel and service of the hotel lobby and library
  • Assist Front Office with check-in and check-out during busy periods
  • Promote the hotels facilities to all guests and visitors
  • Assist with hotel showarounds

The Person

  • 2-3 years in an Guest Relations Manager or Assistant Guest Relations Manager role in a reputable 4* Hotel.
  • Excellent command of the English language
  • Charismatic personality
  • Natural flair
  • High attention to detail.
  • Can do and anything possible attitude
  • Very well presented
  • Excellent communication and interpersonal skills.

Benefits

  • GoHilton you and your friends and family can explore the world with discounted room rates through our renowned international travel programme with more than 12 brands under the Hilton Family
  • Exclusive set room rates across the Crimson Hotels portfolio
  • Learning and development opportunities from our lots of in-house training courses and programmes and over 1,000 training courses available on our Training University
  • Opportunities for promotion and transfer across departments, Hilton Family group on a national and international level
  • Recommend a Friend incentive bring your friends on board and receive a bonus after theyve been with us for 6 months
  • 5 unpaid wellbieng days
  • Paid Birthdays off
  • Private health care insurance
  • 2 Days wedding/civil partnership days paid

Eligibility

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK or must obtain permits to work in the UK prior to application. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

Crimson Hotels is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, age, disability, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.


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