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- Tasks: Lead the front of house team and ensure outstanding guest experiences.
- Company: Join a dynamic hotel committed to exceptional service and employee engagement.
- Benefits: Enjoy opportunities for mentorship, team challenges, and recognition programs.
- Why this job: Be part of a culture that values collaboration, learning, and community impact.
- Qualifications: Experience in hospitality and a passion for guest satisfaction are essential.
- Other info: Engage in fun initiatives like Employee of the Month and Big Heart Awards.
The predicted salary is between 36000 - 60000 £ per year.
MISSION: The mission for this role is to deliver consistently outstanding guest experience and lead the front of house team whilst managing employee engagement and guest satisfaction measures.
Responsibilities:
- Deputise in the absence of the manager.
- Ensure collaboration between all hotel departments.
- Lead all Guest experience initiatives and trainings within your property and support your cluster as needed.
- Actively promote culture and ways of working within the hotel.
- Engage the team in all learning and engagement activities.
- Engage in collaboration with other teams within the cluster and properties.
- Actively participate in team challenges.
- Mentor and train new starters with a particular focus on guest experience.
- Engage in employee feedback initiatives including quarterly and annual surveys, employee forums, and team meetings.
- Participate in peer-to-peer recognition initiatives including Employee of the Month and Big Heart Awards.
- Ensure consistency in delivering outstanding boutique service experience to all guests.
- Ensure the property is always kept in good and clean condition.
- Take accountability for guest satisfaction and mystery guest scores and reaching key performance targets.
- Ensure Community Wall standards are to brand standard.
- Ensure on-property brand standard communications are correct and on-brand including collateral, emails, and written communications.
- Support the operations team with local partnerships for your location including feeding back guest requests and ensuring they are right for our guest profile.
- Monitor GuestRevu and ensure issues highlighted are resolved and that clear communication is in place to your team to ensure any coaching or development opportunities are actioned.
- Ensure GuestRevu response ownership is completed correctly and in a timely manner.
- Ensure prompt guest communication including timely responses to any issues or complaints.
- Lead by example and encourage continuous team presence within guest communal spaces.
- Lead the implementation of the A-mazing Hosting programme.
- Monitor hotel-specific website to support guest experience flow and updates.
- Uphold Book Direct/next time standards.
- Be present in the operation at optimal guest interaction periods.
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Guest Relations Manager employer: Techexchange
Contact Detail:
Techexchange Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Relations Manager
✨Tip Number 1
Familiarize yourself with the latest trends in guest experience and hospitality management. This knowledge will help you stand out during interviews and demonstrate your commitment to delivering outstanding service.
✨Tip Number 2
Network with professionals in the hospitality industry, especially those who have experience in guest relations. Attend industry events or join online forums to connect with potential colleagues and learn from their experiences.
✨Tip Number 3
Showcase your leadership skills by discussing any previous experiences where you led a team or initiated guest experience improvements. Be prepared to share specific examples that highlight your ability to engage and motivate others.
✨Tip Number 4
Research our company culture and values thoroughly. Understanding what we stand for will allow you to align your answers with our mission and demonstrate how you can contribute to our guest experience initiatives.
We think you need these skills to ace Guest Relations Manager
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Guest Relations Manager position. Understand the key responsibilities and expectations, especially around guest experience and team engagement.
Highlight Relevant Experience: In your application, emphasize any previous experience in guest relations or hospitality management. Provide specific examples of how you've led teams, improved guest satisfaction, or implemented training initiatives.
Showcase Your Leadership Skills: Since this role involves leading a front of house team, make sure to highlight your leadership style and any relevant achievements. Discuss how you engage and motivate your team to deliver outstanding service.
Tailor Your Application: Customize your CV and cover letter to reflect the language and values mentioned in the job description. Use keywords related to guest experience, employee engagement, and collaboration to align with the company's mission.
How to prepare for a job interview at Techexchange
✨Showcase Your Guest Experience Passion
Make sure to express your enthusiasm for delivering outstanding guest experiences. Share specific examples from your past roles where you went above and beyond to ensure guest satisfaction.
✨Demonstrate Leadership Skills
As a Guest Relations Manager, you'll be leading a team. Highlight your leadership experience by discussing how you've mentored or trained others, and how you foster a collaborative environment among different departments.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-time situations. Prepare scenarios where you successfully handled guest complaints or improved guest satisfaction scores, showcasing your ability to think on your feet.
✨Familiarize Yourself with the Brand Standards
Research the hotel’s brand standards and values. Be ready to discuss how you would uphold these standards in your role and contribute to maintaining the hotel's reputation for exceptional service.
