At a Glance
- Tasks: Lead a dynamic team to create unforgettable guest experiences at a luxury hotel.
- Company: Join the vibrant Manchester Deansgate Hotel, part of IHG Hotels and Resorts.
- Benefits: Enjoy competitive pay, paid overtime, and worldwide hotel discounts.
- Other info: Flexible shifts and a commitment to inclusivity and employee wellbeing.
- Why this job: Be a service superstar in a stylish environment with growth opportunities.
- Qualifications: Experience in guest relations and excellent communication skills required.
The predicted salary is between 24300 - 29700 £ per year.
The Manchester Deansgate Hotel is on the lookout for a dynamic Guest Relations Manager to inspire and lead. Welcome to the Manchester Deansgate Hotel, where modern luxury travel meets the vibrant spirit of Manchester. Nestled in the iconic Beetham Tower, this hotel features 279 elegantly designed rooms with stunning skyline views. Enjoy upscale amenities, including sky bar Cloud 23, 2 Rosette Podium Restaurant, an indoor pool, and a fitness centre. Perfect for both business and leisure travellers, with 14 meeting rooms and over 1,800 square feet of event space. Experience our commitment to redefining luxury travel, blending sophistication with the rich culture of Manchester. The Manchester Deansgate Hotel will fully transition to the InterContinental brand by 2027, enhancing your stay with our signature luxury and service.
As a Guest Relations Manager, your day-to-day will be driven by our Guests' needs, however you can expect to cover the following duties and responsibilities (not all encompassing):
- Creating a warm, personalised welcome for every guest and overseeing their experience from arrival through to departure.
- Building strong relationships with VIPs, IHG One Rewards members, returning guests and those celebrating special occasions, ensuring their preferences are recognised and thoughtfully delivered.
- Working closely with Front Office, Housekeeping, Food & Beverage and other hotel teams to coordinate guest requests and deliver a seamless stay.
- Leading, coaching and motivating the Guest Relations team to consistently deliver warm, attentive and luxury service standards.
- Taking ownership of guest feedback, complex requests and complaints, providing confident service recovery and following up to ensure a positive resolution.
- Monitoring guest feedback and satisfaction trends, sharing insights and introducing improvements that make each stay more memorable.
- Cover duty manager shifts on a rotational basis.
We are searching for a true service superstar, someone who thrives in providing our Guests with an excellent service throughout their stay. In addition to this, we are looking for someone who has:
- Flexibility to work a range of shifts, including evenings, weekends and Bank Holidays, in line with hotel demands.
- Experience in Guest Relations, Front Office or a guest-focused supervisory or management role within a hotel of a similar size and standard.
- Excellent communication and relationship-building skills, with a natural ability to deliver personalised service to a wide range of guests.
- A calm, confident approach to resolving guest concerns, with strong attention to detail and the ability to remain composed in a busy environment.
- Experience using hotel systems and guest feedback tools; knowledge of Opera and loyalty programmes would be an advantage.
At IHG Hotels and Resorts, we believe that no two individuals are alike, and we celebrate that by offering our colleagues a wide range of additional benefits to support their unique needs and aspirations. You can expect to receive:
- Financial security – Competitive salary, guaranteed hours, paid overtime, a free meal on shift, paid holidays, subsidised unsocial hour travel support and enhanced sick pay!
- Wagestream - a financial wellbeing app giving you the opportunity to save, track and withdraw your pay as you earn it.
- Growth and development – extensive training, opportunities for career progression across the world, plus 2 paid days volunteering per year with a cause of your choice.
- Colleague perks - worldwide discounted room rates and discounted F&B whilst on employee rate, plus generous friends and family rate.
- Wellbeing – generous maternity/paternity pay, employee assistance programme available 24/7 and access to mental health first-aiders.
If you are looking to join an iconic and sophisticated Hotel, click apply today to see where this adventure could take you! You must meet the legal requirements to work in the UK.
As a Disability Confident Committed Employer, we are committed to providing an inclusive and accessible recruitment process. Please let us know if you require any adjustments or support at any stage, and your recruiter will assist you accordingly.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business.
Guest Relations Manager employer: IHG
At IHG, we pride ourselves on being an excellent employer, offering a vibrant work culture at Kimpton Charlotte Square in the heart of Edinburgh. As a Room Attendant, you will not only enjoy competitive pay and generous discounts but also benefit from extensive training opportunities that foster personal and professional growth, all while contributing to creating unforgettable guest experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Relations Manager
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like IHG. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to IHG
Don't be shy about reaching out to IHG directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest Relations Manager
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about IHG and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at IHG
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
