Guest Relations Manager

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.