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For Companies At a Glance
- Tasks: Ensure a flawless guest experience from arrival to departure, managing special requests and feedback.
- Company: Join the Sutton Hotel Collection, a family-owned group of historic hotels with a commitment to community and service.
- Benefits: Enjoy free hotel breaks, leisure passes, enhanced parental leave, and extensive learning opportunities.
- Why this job: Be part of a supportive team that values inclusivity and personal development in a stunning historic setting.
- Qualifications: Strong communication skills and familiarity with hotel PMS are preferred; a warm personality is essential.
- Other info: We welcome applicants from all backgrounds and offer adjustments during the application process.
The predicted salary is between 28800 - 43200 £ per year.
Join to apply for the Guest Relations Manager role at Sutton Hotel Collection.
Our People
The Sutton Hotel Collection is a family-owned group, thus by extension, our people are our family. We recognise how much our people invest in us, in turn, we offer exceptional learning opportunities, as well as best-in-class benefits for our team.
Role Requirements
- Previous experience in a 5* hotel
- A strong desire to learn and develop a career within luxury hospitality
- Flexibility to work varied hours
- Good level of written and spoken English
- Exceptional customer care skills
- Empathy for your guests and colleagues
- Ability to work under pressure
- Pride and attention to detail in your work
- The finest personal presentation
- Distinctive, professional and warm personality
- Confidence & professionalism when interacting with high profile guests
Benefits
- Private Medical Insurance – with Proamica, available from the first day of your employment.
- Free Hotel Breaks – From the first day of service, you can benefit from a free break of one or two days in any Sutton Hotel Collection hotel within a 12-month period.
- Leisure Passes – We encourage you to enjoy your time off work and will contribute £150 towards a membership at a leisure centre or with associations such as the National Trust.
- Enhanced Maternity and Paternity Leave (26 weeks at 90% for expectant mothers, four weeks leave at 90% for fathers)
- Institute of Hospitality – We will pay for your membership, creating avenues for learning, coaching and mentoring.
- Learning and Development – An extensive range of training opportunities are available to facilitate your personal development.
- Health Assured – A confidential service offering CBT therapy, up-to-date information, support and advice on a broad range of subjects.
- Subsidised Learning Courses – We encourage your learning and development so would like to contribute to courses you would like us to explore.
We also provide basic benefits such as free nutritious and tasty meals on duty, bespoke uniforms, regular on- and off-site social events and celebrations and a cycle-to-work scheme.
As Our Guest Relations Manager, You Will
- Oversee a service culture that puts our guests at the centre of all that we do, treating each and every one as an individual and VIP.
- Ensure that interactions with our guests are positive, productive, informative and inspirational, sharing our expert knowledge with those that come through our doors.
- Guarantee that every guest that enters the hotel receives a curated, positively life-changing experience that they will remember forever.
- Introduce initiatives to drive repeat business, nurture local relationships and guest loyalty across all areas of the business.
- Treat guests and colleagues from all cultural groups with respect, sensitivity and honesty.
- Lead a level of service that puts the Athenaeum Hotel and Residences at the top of review listings.
- Resolve operational challenges promptly, including guest complaints, enquiries and requests, ensuring all guests leave satisfied and happy.
- Acknowledge and respond to all correspondence received within 24 hours of receipt.
- Maintain team focus on guest needs through individualised service and ongoing training.
- Encourage all opportunities and channels to accumulate guest feedback regarding hotel product and services, listening to and taking action on this feedback.
Core Information
Seniority level: Entry level
Employment type: Full-time
Job function: Management and Manufacturing (Hospitality)
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Guest Relations Manager employer: Sutton Hotel Collection
Contact Detail:
Sutton Hotel Collection Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Relations Manager
✨Tip Number 1
Familiarise yourself with the local area, especially the attractions around Windsor Castle and St. George's Chapel. This knowledge will not only impress during interviews but also help you connect with guests looking for recommendations.
✨Tip Number 2
Highlight your experience in guest relations or hospitality management during networking events. Engaging with industry professionals can lead to valuable connections and insights about the role.
✨Tip Number 3
Demonstrate your understanding of a hotel Property Management System (PMS) by researching common systems used in the industry. Being knowledgeable about these tools can set you apart from other candidates.
✨Tip Number 4
Showcase your communication skills by participating in community events or volunteering. This not only builds your confidence but also reflects your commitment to service, which aligns with the values of the Sutton Hotel Collection.
We think you need these skills to ace Guest Relations Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Guest Relations Manager. Highlight your relevant experience in guest services and how it aligns with the hotel's commitment to exceptional service.
Tailor Your CV: Customise your CV to reflect the skills and experiences that are most relevant to the role. Emphasise your communication skills, ability to work under pressure, and any familiarity with hotel property management systems (PMS).
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for hospitality and your understanding of the Sutton Hotel Collection's values. Mention specific examples of how you've enhanced guest experiences in previous roles.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that your documents are well-formatted and professional. A polished application reflects your attention to detail.
How to prepare for a job interview at Sutton Hotel Collection
✨Research the Hotel's History
Before your interview, take some time to learn about The Castle Hotel Windsor and its rich history. Understanding its significance and unique features will help you connect with the interviewers and demonstrate your genuine interest in the role.
✨Showcase Your Communication Skills
As a Guest Relations Manager, strong communication is key. Prepare examples of how you've effectively communicated with guests or resolved conflicts in the past. This will highlight your ability to handle guest concerns and ensure a memorable experience.
✨Demonstrate Your Problem-Solving Abilities
Think of specific instances where you've successfully identified and resolved issues for guests. Be ready to discuss these scenarios during the interview, as this will showcase your proactive approach and ability to think on your feet.
✨Emphasise Your Team Spirit
The Sutton Hotel Collection values teamwork and inclusivity. Be prepared to talk about how you've collaborated with colleagues in previous roles and how you can contribute to fostering a supportive environment within the hotel.
