Guest Relations Manager
2 weeks ago
Job Summary
The Guest Relations Duty Manager will oversee a team of four in the Guest Relations department, ensuring exceptional guest experiences across the entire property. This role requires a senior manager to act as the point of contact for guests, resolving any issues or concerns in a timely and professional manner.
Key Responsibilities
- Define and implement strategies to enhance the guest experience
- Create memorable experiences and provide exceptional levels of service through excellent interpersonal and communication skills
- Mentor and coach the team to ensure maximum engagement with guests
- Connect and build rapport with guests, understand their needs, and make suitable recommendations to elevate their stay
- Support the Front Office team with arrivals, check-ins, and departures
- Act as an ambassador for Hyatt hotels, promoting food and beverage outlets and services across properties
- Monitor guest satisfaction through Medallia and TripAdvisor
- Act as a senior manager on duty during weekends, bank holidays, and evening shifts
Requirements
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced environment and prioritize tasks effectively
- Strong problem-solving and conflict resolution skills
- Ability to work independently and as part of a team
- Knowledge of hotel operations and guest service standards
About Hyatt Regency London - The Churchill
Hyatt Regency London – The Churchill is a 5-star hotel located in the heart of London's West End, offering 440 sophisticated guestrooms and 11 meeting spaces. The hotel features a range of dining options, including The Montagu Kitchen and the award-winning Churchill Bar & Terrace.
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