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- Tasks: Lead a diverse team to ensure exceptional guest experiences at our hotel.
- Company: Join the Leonardo Royal Hotel Birmingham, known for its commitment to excellence and customer satisfaction.
- Benefits: Enjoy special hotel rates, recognition schemes, meals on duty, and fun team celebrations.
- Why this job: Be part of a vibrant culture that values teamwork, growth, and making guests happy.
- Qualifications: Experience in hospitality, strong customer service skills, and ability to lead a team.
- Other info: Flexible shifts including evenings and weekends; opportunities for career progression.
The predicted salary is between 36000 - 60000 £ per year.
We have a great opportunity for a Guest Relations Manager to join the team at the Leonardo Royal Hotel Birmingham. We want you to support a brilliant and diverse team to deliver excellence to our valued customers across our amazing hotel.
Experience we expect:
- Strong Operational knowledge across either Reception or Food and Beverage Departments or even better both
- Background in branded hotels or restaurants is preferred – so you will understand how we work
- Excellent Customer service skills, standards driven, good organisational skills
- To be able to make decisions in a fast paced environment and to enjoy it
- To be great at up-selling – anticipating customer needs as well as improving the bottom line
- To be able to manage the team and resources available to ensure that the departments are equipped for service via cost controls, stock monitoring and good rota management
- Ability to communicate to and motivate your team providing day to day leadership and direction
- Be able to use computer systems – we use Opera and Micros. (for the occasional time you do get a desk)
Your responsibilities will be:
- To carry out duty management shifts, plan and ensure the hotel is ready for the days business – preparing for the morning meeting and sharing information with the team
- To be out and about in the hotel, supervising the day to day operation and ensuring exceptional guest service
- To manage the hotel concierge service including coordinating duties and assisting in busy periods
- To carry out pre arrival calls to maximise upselling opportunities and increase guest satisfaction and meet and greet VIP guests
- To respond to all guest feedback, including online reviews and review all complaints and feedback to put in place improvements
- To develop and train the team to be able to deliver their job brilliantly so that we get great feedback from guests
Please be aware that this role is working a mixture of early and late shifts, five days over seven, which will include evenings and weekends.
Some of the perks you could enjoy include:
- Special rates on Leonardo Hotel rooms across the UK & Europe: get planning that city break you’ve been dreaming of!
- Company-wide recognition scheme: for being your fabulous self, you could earn vouchers to spend on a wide range of high street shops
- Meals on duty
- Talent referral scheme: earn yourself a bonus for recommending a friend to join us
- We love to get together and celebrate: we regularly host Thank You Week (your hotel could have anything from ice cream trucks to pizza parties) and every year we get dressed up in our fanciest threads to host our Employee Awards Celebration
The important stuff: access to the Company Pension Scheme, Life Assurance and Wellbeing Support. Ongoing job-related training programmes with clear paths for progression.
Guest Relations Manager - Birmingham employer: Leonardo Royal Hotels
Contact Detail:
Leonardo Royal Hotels Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Relations Manager - Birmingham
✨Tip Number 1
Familiarise yourself with the Leonardo Royal Hotel's values and customer service standards. Understanding their approach will help you align your responses during interviews and demonstrate that you're a great fit for their team.
✨Tip Number 2
Brush up on your knowledge of Opera and Micros systems, as these are essential tools for the role. If you have experience with similar software, be ready to discuss how you can quickly adapt to their systems.
✨Tip Number 3
Prepare examples of how you've successfully managed teams in fast-paced environments. Highlight your leadership skills and ability to motivate others, as this is crucial for the Guest Relations Manager position.
✨Tip Number 4
Think about ways you've enhanced guest experiences in previous roles. Be ready to share specific instances where you anticipated customer needs or improved service delivery, as this will showcase your suitability for the role.
We think you need these skills to ace Guest Relations Manager - Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in guest relations, particularly in reception or food and beverage departments. Emphasise any background in branded hotels or restaurants to align with the company's expectations.
Craft a Compelling Cover Letter: Write a cover letter that showcases your customer service skills and ability to manage teams. Mention specific examples of how you've improved guest satisfaction or handled challenging situations in previous roles.
Highlight Relevant Skills: In your application, focus on skills such as decision-making in fast-paced environments, up-selling techniques, and effective communication. These are crucial for the Guest Relations Manager role.
Show Enthusiasm for the Role: Convey your passion for hospitality and guest relations in your application. Mention why you want to work at the Leonardo Royal Hotel Birmingham and how you can contribute to their team culture.
How to prepare for a job interview at Leonardo Royal Hotels
✨Showcase Your Customer Service Skills
As a Guest Relations Manager, exceptional customer service is key. Be prepared to share specific examples of how you've gone above and beyond for guests in previous roles. Highlight your ability to anticipate needs and resolve issues swiftly.
✨Demonstrate Operational Knowledge
Familiarise yourself with the operations of both Reception and Food and Beverage departments. During the interview, discuss your experience in these areas and how it can contribute to the hotel's success. Mention any relevant systems you’ve used, like Opera or Micros.
✨Emphasise Team Leadership Experience
The role requires strong leadership skills. Prepare to talk about your experience managing teams, motivating staff, and ensuring high standards of service. Share how you’ve developed team members and handled challenges in a fast-paced environment.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and decision-making skills. Think of scenarios where you had to manage guest complaints or improve service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
