Guest Relations Manager

Posted 19 October by Hamilton Mayday
Guest Relation Manager is required to work in a prestigious 5 star Beautiful Country House Hotel .

Job Title:Guest Relations Manager

Department:Front of House

Location:

Responsible to: Front of House Manager

Hours of Work: Day shifts based on 12hrs: 3 days on, 3 days off
To cover night shifts when required
To include weekends and bank holidays as per departmental rota

To be a professional and efficient point of contact for all guests and members of the hotel, To ensure that guests receive the highest standard of service and cooperation at all times, whilst ensuring the smooth running of all areas of the Hotel

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 The Hotels 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 inquiries, 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 5 star Standards
* To attend meetings, appraisals and training as required
*To provide an efficient and professional service at all times and deal with guest
inquiries 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

This job description covers the main objectives, responsibilities and authorities of this position at present. Where necessary, changes may be made from time to time involving like or integrated work.

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Application questions

Must be eligible to live and work in the UK?
Experience Essential ?
Essential That The Candidate is coming from a Quality Hotel Back Ground?
Essential that the candidate has worked as a Guest Relations Manager. ?

Reference: 36406491

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