Guest Relations Manager

4 weeks ago


London, Greater London, United Kingdom Marriott International Full time

Job Summary:

The Guest Relations Manager is responsible for delivering exceptional customer service and creating memorable experiences for our guests. This role requires a strong ability to communicate effectively, work independently, and as part of a team.

Key Responsibilities:

  • Provide proactive and reactive customer service to guests, ensuring their needs are met and exceeded.
  • Support and follow up with guests' requests, identifying opportunities to make their stay memorable.
  • Build relationships with VIP and high-profile guests, offering the highest level of customer service.
  • Champion customer service within the hotel, striving to ensure every guest has a seamless experience.
  • Communicate guest complaints and follow through with department heads and executive office.
  • Monitor and control departmental expenses, including VIP gifts and stationery.
  • Recognize and communicate VIP guests and Marriott Bonvoy elite guests, implementing the hotels' VIP recognition and upgrade program.
  • Compile and distribute lists of anticipated services and amenities to relevant departments.
  • Maintain high visibility in public areas during peak times, interacting with customers to obtain feedback on quality of product and service levels.
  • Record guest issues in the guest response tracking system and follow up with guests to ensure their requests or problems have been met to their satisfaction.
  • Review comment cards and guest satisfaction results with front office management, identifying trends and making suggestions for improvement.
  • Make pre-arrival, mid-stay, and post-stay calls to guests to ensure their needs are met.

Requirements:

  • Previous experience working within a guest relations/customer experience department or hotel Front Office is essential.
  • Experience supervising a team is preferred.
  • Strong communication skills, customer service orientation, and interpersonal skills are required.
  • Ability to work independently and as part of a team, multitasking, organizational skills, and time management skills are essential.
  • Positive demeanor, good influencing skills, conflict resolution, and negotiation skills are required.
  • Stress management and the ability to make decisions under pressure are necessary.
  • Dependability and reliability are essential.
  • Innovative and proactive approach is required.

Benefits:

  • Team-spirited co-workers
  • Encouraging management
  • Wellbeing programs
  • Comprehensive Training and Development program
  • Marriott Discount Card
  • Recognition programs
  • Meals at work
  • Uniform
  • Enrolment of Perks at Work
  • 20 days holiday increasing with service
  • Cycle to work scheme
  • Pension & Life Assurance
  • Awards and recognition celebrations

About Marriott International:

Marriott International is a world-class leader in the travel industry, offering a unique opportunity to make your mark. Join our global family and enjoy a work experience unlike any other, where you'll be part of a community and enjoy a true camaraderie with a diverse group of co-workers.



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