Guest Relations Manager
On-siteEnglefield Green, England, United Kingdom of Great Britain and Northern Ireland
Englefield Green, England, United Kingdom of Great Britain and Northern IrelandOn-siteFull Time
Full Time
Job Summary
Manage and inspire the Guest Relations team to ensure service consistently exceeds guest expectations across all occasions. Coordinate VIP and regular guest arrivals, maintain contact throughout stays, and fulfill requests by collaborating with other departments. Accurately profile guests by capturing preferences and comments, then manage feedback across platforms to drive appropriate follow-ups. Coach and train staff to uphold high standards while implementing strategies that enhance guest satisfaction and loyalty.
Required Qualifications
- Strong leadership and motivational abilities
- Exceptional attention to detail and drive to maintain high standards
- Excellent problem-solving and decision-making skills
- Strong communication, interpersonal and organisational skills
- Confidence and professionalism when interacting with high profile guests
- Proven experience in managing, coaching and developing teams
- Approachable and positive manner with a can do attitude
- Ability to remain calm under pressure
- A smart and professional appearance
- Proven track record in a similar position within a 5-star hotel
- Proficiency in Opera PMS and Microsoft Office
- Excellent standard of English, both written and spoken
- Experience of working with brand standards
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