Jobs, fresher vacancy - Senior Guest Relations Manager • UK

Company: MERCURE

UK

Job DescriptionCustomer RelationsBe the first point of call, to lead and manage the team of 2 other Guest Experience Managers by envisioning and ensuring a smooth structure and targetsBe a first contact for special occasion offering memorable packages to our guests (rose petals, chocolates and bottles of champagne, balloons etc.)Guest focus in all the departments (front office, F&B, Bedrooms and events) developing excellent relations with themHas regular and close contact with hotel guests by interacting with guests to collect feedback and ideasBe our first point of contact for high level members (Such as Diamond and Limitless) to ensure faultless stayAnalyses guests’ comments and shares them with the teamHandle guest concerns/expectations and react quickly, tracking and notifying proper areas to guarantee sparkles moments that are based on personalization and creativityDeal with complaints by email, phone or in person in a professional and proactive mannerPromotes the Brand`s service culture and ensures that guests receive services that enables the brand to thriveEnsure all telephone calls are answered courteously and efficiently, within the Brand standards at all timesTakes responsibility for guest experiences that have negatively been impacted and turns them into memorable momentsEnsure 5-10 room checks to be done daily between all Guest Relation Managers to ensure High Standards are keptEnsure large scale public & calendar events (EG: Halloween, Kings Coronation, International Womens Day, Easter, National Housekeeping week) are being looked into, and celebrated with the guests Commercial / SalesPromotes the special offers and full range productsUse of Powerpoint/Canva to create engaging guest notices to increase upsell activityImproves the department’s results by increasing sales and productivity in all areas of the hotelFind innovative ways to keep guest satisfaction high whilst keeping refunds lowEnsure our Business Social Media (Instagram, Facebook etc) is kept up to date and engagingEnsure an attitude of anticipative and caring service is displayed at all times during your shiftUnderstand and focus on the hotels objectives and targets, including RPS, Budget, Employee wellbeing & SustainabilityManagement and AdministrationLead and manage the day-to-day operation of the Guest Relations department to ensure service standards are followed with friendly and engaging serviceLiaise with other Heads of Departments to ensure all feedback is passed on and possible solutions found, and to come up with ideas to improve guest satisfaction throughout the hotelEnsure budgeting and cost control is implemented to achieve maximum and effective reach on a cost saving budgetAttend Rooms Division Meetings and follow up on all tasks set during the meetings. If unable to attend, ensure someone can attend with the knowledge of the previous meetingsEnsure the Rota has been made in line with Business needsEnsure the team checks the inventory of stock frequently to prevent running out of itemsBe in constant contact with the other departments and ensures that information circulates smoothly between them – e.g. Reception, Maintenance, HK and KitchenCover DM shifts and support all of departmentsEnsure employees are informed daily about priorities to personalize serviceFollows all departmental policies, procedures and standardEffectively & responsibly handles quests’ requests and reservationsClearly demonstrates to guests and colleagues a commitment to service excellence