Set in 1100 acres of English countryside, the AA Silver Star resort offers a perfect retreat for both business and leisure guests. With 104 beautiful bedrooms, award winning two rosette restaurant, health club, spa and two championship golf courses. The resort also offers a wide range of meeting and events space which is ideal for day meetings, residential conferences or that very special social event.
Purpose of the role:
We are currently recruiting for an experienced Guest Relations Manager to work within the Front Office team as this luxury hotel. As Guest Relations Manager you will ensure that all guests receive the highest standard of service & cooperation at all times. You will be a professional and efficient point of contact for all guests and members of the hotel.
An essential element of your role will be to ensure all guest needs and complaints are dealt with immediately and efficiently followed up on and recorded. Working both proactively and re actively your ultimate goal will be to ensure standards are maintained all times working closely with all department outlets. You will assist the Front Office Manager in administering the daily operations.
Your position will require you managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the guests on a daily basis. This is a management contract, hours will vary depending on the business and flexibility is important, shifts will involve late nights and weekend work.
Previous guest relations experience, preferably within a hotel environment
Able to work in a fast paced working environment
Confident, pleasant and an excellent articulate communicator; able to stay calm under pressure and remain courteous at all times
Must be efficient, organised and self-motivated
IT Literate ideally with a working knowledge of OPERA or other hotel reservations system is preferred
Flexibility in hours/days of work to ensure we maximise business opportunities (this will require working 5 days out of 7, with weekends and evenings as required including regular planned weekends so appointments and events can be booked in advance)
A selection of Key Responsibilities:
Assisting FOHM to analysing all feedback from guests identify trends and assist departments in improvement plans.
Ensuring appropriate professional standards of behaviour, work standards, productivity, practices and customer care are enforced.
To act as a duty manager for the hotel, ensuring all guests are satisfied, both internal and external.
Allocation of all rooms to include, special requests, sofa bed rooms and any other requirements as directed by the FOHM.
Lobby duty plays a key role in the success of the movement of our guests around the hotel.
This is to be managed by the guest relation team and organised by them if further support is needed from other departments
Check all VIP rooms to ensure room is ready and for us to deliver the Wow factor
Salary and Benefits:
Our teams enjoy a competitive salary and an exciting range of benefits; contributory pension scheme, meals on duty, uniform, complimentary car parking, complimentary golf subject to availability and discounted use of the hotel rooms for Family & Friends.
This is an excellent opportunity to become part of our fantastic team, if you are interested send in your latest CV. We look forward to speak with you soon.Please only apply if you are eligible to live and work in the UK.