Guest Relation Manager

2 weeks ago

London, Greater London, United Kingdom AccorHotel Full time

Main Responsibilities

This role is the core of the hotel service as it is all about guest satisfaction and customer services where all departments converge.

Key Tasks:

  • 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 hotel's image and atmosphere through his/her exemplary attitude, warm and friendly welcome, availability, and frequent presence in the field.
  • Improves the departments' results by increasing sales and productivity in all areas of the hotel.
  • Liaises 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.

Commercial / Sales

Promotes special offers and a full range of products.

Key Sales Responsibilities:

  • Promotes guest satisfaction experience through Accor Extranets.
  • Ensures 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

Works within the team completing the day-to-day operation of the Guest Relations department to ensure service standards are followed with friendly and engaging service.

Key Administrative Responsibilities:

  • Reply back to all hotel reviews and complaints.
  • Checks inventory that have been carried out.
  • Tracking the budget and refunds on a daily and weekly basis.
  • Complaint tracking based on category.
  • Be in constant contact with the other departments and ensure that information circulates smoothly between them, for example, Reception, Maintenance, HK, and Kitchen.

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.

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