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- Tasks: Ensure guests have an amazing stay while managing customer service and operations.
- Company: The Quarters by Bravo offers stylish short to medium stay options in London.
- Benefits: Competitive salary, supportive training, and a vibrant work environment.
- Why this job: Be the face of the company and create memorable experiences for guests.
- Qualifications: Strong communication skills, proactive attitude, and attention to detail required.
- Other info: Full training provided; opportunity to grow within a dynamic team.
The predicted salary is between 24000 - 36000 £ per year.
Company Description
The Quarters by Bravo offers the best value short to medium stay option in London, with high-specification and thoughtfully designed suites located in convenient locations with exceptional transport links. Our expert on-site management team ensures a seamless experience for our guests throughout their stay.
Role Description
As the Guest Relations Manager at The Quarters Swiss Cottage, you are responsible for ensuring all guests have a satisfying and inspirational stay. You will employ the highest standards of customer service, organization, communication, and team coordination to manage the expectations of our guests. Your role is pivotal in creating a luxurious and welcoming environment, akin to a five-star hotel. The Quarters Swiss Cottage is the flagship property within Bravo Investment House\’s portfolio, setting the standard for excellence in residential living.
Key Responsibilities:
- Guest Experience: Deliver a warm, welcoming, and personalized experience to all guests and visitors, ensuring their needs and preferences are anticipated and met with the highest level of service.
- Front Desk Management: Serve as the face of the company, meeting and greeting different stakeholders, customers, and colleagues. Handle correspondence, conduct on-site viewings with prospective customers, and address current customer requirements.
- Operational Goals: Collaborate with the General Manager to meet operational and financial goals, including maintaining high occupancy levels, generating rent growth, promoting additional services, and collecting revenue.
- Brand Ambassadorship: Act as a brand ambassador, promoting company values in every interaction with stakeholders, especially in-house and potential guests.
General Responsibilities:
- Superior Customer Journey:
- Communicate effectively with guests, visitors, colleagues, couriers, and contractors, welcoming all with a warm and friendly approach.
- Confidently challenge any unknown visitors in a personable and professional manner.
- Organize and conduct on-site and virtual viewings.
- Manage the leasing of units, maximizing occupancy and unit rates.
- Conduct check-ins/outs and inventory checks, ensuring all guest data is accurate and complete within the property management system (PMS) RealPage PEX/Opera.
- Support guest move-ins/move-outs as part of the operations team.
- Handle complaints and oversee service recovery procedures.
- Coordinate with the Maintenance and Housekeeping teams to address any issues promptly.
- Ensure guest review targets are met.
- Implement and support marketing and social media activities.
- Oversee parcel/postal delivery services and notify guests of deliveries awaiting collection.
- Maintain awareness of all premises operations and uphold general oversight of safety and compliance measures.
- Communicate effectively with all relevant teams to ensure smooth running of premises operations.
Requirements:
- Communication Skills: Excellent verbal and written communication skills.
- Proactivity: Self-motivated, driven, proactive, and solutions oriented.
- Attention to Detail: Exceptional attention to detail and organized approach to work.
- Guest Engagement: Ability to engage confidently with guests.
- Technical Competency: Competency with property management systems, e.g., RealPage PEX, Opera.
- Flexibility: Demonstrate flexibility and cooperation with guests and colleagues alike.
- Calm Under Pressure: Ability to work under pressure while remaining calm.
Training and Support: Full training and support will be provided by the General Manager.
Note: This summary outlines the main duties of the position. The Company may assign additional tasks within the role-holder\’s capabilities and expects compliance with all reasonable rules and instructions.
Guest Relations Manager employer: The Quarters by Bravo
Contact Detail:
The Quarters by Bravo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Relations Manager
✨Tip Number 1
Familiarize yourself with The Quarters by Bravo and its unique offerings. Understanding the property’s features and the target audience will help you engage confidently with potential guests and demonstrate your knowledge during the interview.
✨Tip Number 2
Highlight your customer service experience in previous roles. Be prepared to share specific examples of how you've handled guest interactions, resolved complaints, or improved customer satisfaction, as this is crucial for a Guest Relations Manager.
✨Tip Number 3
Showcase your organizational skills by discussing any relevant experience managing multiple tasks or projects simultaneously. This role requires excellent attention to detail and the ability to stay calm under pressure, so be ready to provide examples.
✨Tip Number 4
Prepare to discuss your approach to teamwork and communication. As you'll be coordinating with various teams, demonstrating your ability to work collaboratively and effectively communicate with colleagues will set you apart from other candidates.
We think you need these skills to ace Guest Relations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and guest relations. Use specific examples that demonstrate your ability to manage expectations and provide a superior customer journey.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for hospitality and your understanding of the role. Mention how your skills align with the responsibilities listed, such as effective communication and problem-solving.
Highlight Relevant Skills: In your application, emphasize your excellent verbal and written communication skills, attention to detail, and ability to work under pressure. These are key attributes for the Guest Relations Manager position.
Showcase Your Initiative: Provide examples of how you've taken initiative in previous roles, especially in customer service settings. This will demonstrate your proactive approach and solutions-driven mindset, which are essential for this position.
How to prepare for a job interview at The Quarters by Bravo
✨Showcase Your Customer Service Skills
As a Guest Relations Manager, your ability to provide exceptional customer service is crucial. Prepare examples from your past experiences where you successfully handled guest inquiries or resolved complaints, demonstrating your proactive and solutions-driven approach.
✨Demonstrate Effective Communication
Effective communication is key in this role. Practice articulating your thoughts clearly and confidently. Be ready to discuss how you would engage with different stakeholders, including residents and colleagues, to ensure a smooth operation.
✨Highlight Your Organizational Skills
The role requires excellent attention to detail and organizational skills. Be prepared to discuss how you manage multiple tasks, such as coordinating viewings and handling check-ins/outs, while maintaining accuracy in guest data.
✨Emphasize Flexibility and Adaptability
In a dynamic environment like The Quarters, being flexible and adaptable is essential. Share examples of how you've successfully navigated changes or challenges in previous roles, showcasing your ability to remain calm under pressure.
