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Guest Relations Manager

Posted 3 February by Delaney Browne Appointments Ended

My client is an exclusive 5 star Hotel & Country Club featuring first class golf, tennis, spa and dining facilities. This role aims to be a professional and efficient point of contact for all guests and members ensuring the highest standards of service. Day shifts are 12 hours, 3 on 3 off with night shifts when required, weekends and bank holidays as dept rota.

Specific Duties:
  • To ensure that the guest experience from entry to the hotel through to departure is delivered according to Departmental Standard Operating Procedures and the guest expectation

  • To input and review Departmental Standard Operating Procedures and objectives in line with policies

  • To have a management presence at both reception desks, in order to meet and greet guests and ensure that they are roomed as per 5 Red Star AA Standard Procedure

  • To attend to all guest enquiries, requests and complaints promptly, ensuring a high level of personal service whilst communicating any special requirements of individual guests to other departments

  • To liaise with the Reception Manager or Senior Management on any guest complaints or operational challenges

  • To ensure that you are fully aware of all House and Pavilion tariffs, facilities and current activities

  • To ensure the shift is well organized, that the team is allocated duties and that they are completed at the end of the shift

  • To display and encourage the team to achieve a high level of personal hygiene, appropriate uniform, overall appearance, customer care, courtesy and social skills

  • To conduct show rounds when required

  • To have a working knowledge of all Front of House related systems and equipment, Opera and Concept

  • To be aware of and understand your Departmental Standard Operating Procedures and adhere to this at all times

  • To ensure that duty manager safe handover procedures are adhered to at all times and liaise with the Reception Manager and Accounts team with regards to any noticeable discrepancies

  • To assist with the training of all Reception staff and monitor performance

  • To check that all postings, bills, accounts, cash and credit transactions, floats, adjustments, allowances, balancing and handover procedures are implemented proficiently

  • To ensure the continual safekeeping of all cash/security/keys and that regular banking is made in compliance with laid down company policies and security arrangements

  • To ensure that the General Manager/Resident Manager and all relevant departments receive their departmental reports punctually and accurately

  • To ensure that all FOH storage areas are locked and kept neat, clean and tidy at all times

  • To monitor departmental staffing levels and report any absence or sickness to relevant departmental heads as per Standard Operational Procedure and company policy

  • To ensure that all public areas are kept up to standard

  • To attend meetings, appraisals and training as required

  • To provide an efficient and professional service at all times and deal with guest enquiries or complaints either by fax, telephone, letter or in person

  • To be aware of and adhere to health and safety, fire and bomb threat procedures, and to report any item which causes concern to staff or clients

  • To report any maintenance that is required through the correct channels

  • To work to a rota set by your head of department including Night Shift cover when required and to understand that this will be in accordance with business demands

  • Any other reasonable tasks allocated by the Reception Manager or any Senior Management

If you have a passion for delivering first class service in a demanding but rewarding environment this could be the role for you.

Reference: 34390572

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