Guest Relations Manager

6 days ago

Oxford, Oxfordshire, United Kingdom Leonardo Royal Hotel Oxford Full time

Job Summary:

We are seeking a highly skilled Guest Relations Manager to join our team at the Leonardo Royal Hotel Oxford. As a key member of our hotel operations team, you will be responsible for delivering exceptional guest service and ensuring a seamless experience for our valued customers.

Key Responsibilities:

  • Carry out duty management shifts, plan and ensure the hotel is ready for the day's business, preparing for the morning meeting and sharing information with the team.
  • Supervise the day-to-day operation of the hotel, ensuring exceptional guest service and managing the hotel concierge service, including coordinating duties and assisting in busy periods.
  • Manage pre-arrival calls to maximize upselling opportunities and increase guest satisfaction, and meet and greet VIP guests.
  • Respond to all guest feedback, including online reviews, and review all complaints and feedback to put in place improvements.
  • Develop and train the team to deliver exceptional guest service, resulting in great feedback from guests.

Requirements:

  • Strong operational knowledge across either Reception or Food and Beverage Departments or both.
  • Background in branded hotels or restaurants is preferred.
  • Excellent customer service skills, standards-driven, good organizational skills.
  • Ability to make decisions in a fast-paced environment and enjoy it.
  • Ability to communicate and motivate the team, providing day-to-day leadership and direction.
  • Ability to use computer systems, including Opera and Micros.

Perks:

  • Special rates on Leonardo Hotel rooms across the UK & Europe.
  • Company-wide recognition scheme.
  • Meals on duty.
  • Talent referral scheme.
  • Access to the Company Pension Scheme, Life Assurance, and Wellbeing Support.
  • Ongoing job-related training programs with clear paths for progression.

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