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For Companies At a Glance
- Tasks: Be the go-to person for guests, ensuring their stay is unforgettable and hassle-free.
- Company: Join Millennium Hotels, a global leader with over 120 hotels, known for exceptional hospitality.
- Benefits: Enjoy social events, training, discounts, and a supportive work environment with career growth opportunities.
- Why this job: Make a real impact on guest experiences while working in a vibrant, fast-paced hotel atmosphere.
- Qualifications: Looking for enthusiastic individuals with great communication skills and attention to detail.
- Other info: Must be eligible to work in the UK; we value diversity and equal opportunities.
The predicted salary is between 28800 - 42000 £ per year.
Millennium Hotel and Conference Centre Gloucester London is seeking a Guest Relations Manager who will be responsible for ensuring exceptional guest experiences by serving as the primary point of contact for guests throughout their stay. This role focuses on creating a welcoming atmosphere, resolving concerns efficiently, and anticipating guest needs to deliver personalized service. The Guest Relations Manager works closely with all hotel departments to maintain high standards of hospitality, enhance guest satisfaction, and promote customer loyalty.
Key Responsibilities:
- Greet and welcome guests upon arrival, ensuring a smooth and personalized check-in and check-out process.
- Serve as the main point of contact for guest inquiries, requests, and complaints, resolving issues promptly and effectively.
- Monitor guest satisfaction through feedback, surveys, and direct communication, and implement improvements where necessary.
- Coordinate with all hotel departments to ensure consistent service delivery and guest satisfaction.
- Manage VIP guest experiences, including pre-arrival planning and special requests.
- Maintain an up-to-date knowledge of hotel facilities, services, promotions, and local attractions to assist guests.
Experience & Qualifications:
- Excellent attention to detail and accuracy.
- Excellent written/verbal communication and the ability to communicate across all levels of an organization.
- Confident individual who is adept in prioritising and managing multiple projects and tasks simultaneously.
- Ability to take the initiative and deal with unexpected situations and last minute changes.
- Ability to deal with sensitive and confidential data.
The successful candidate will be:
- Enthusiastic, self-motivated, proactive, resourceful with excellent attention to detail.
- Demonstrate excellent presentation, negotiation and communication skills with customers and other hotel departments.
- A team worker.
- Ability to work under pressure in a fast-paced environment.
About the Hotel:
The Millennium Gloucester Hotel London Kensington is an impressive 4-star deluxe hotel in the heart of charming Kensington and a minutes walk to Gloucester Road Underground station, allowing convenient access around London. The hotel boasts 610 spacious guest rooms and guests will be spoilt for choice with the array of dining facilities available, including the hugely popular Humphreys Café & Bar, South West 7 and the Bombay Brasserie. The hotel is also home to the Millennium Conference Centre which is the perfect place to host your event, with a variety of flexible meeting spaces, including 26 versatile function rooms covering a total of 1,600m2 and the capacity to accommodate up to 600 delegates. The impressive conservatory can cater for up to 300 guests and features palm trees, a piano, exclusive bar area and dance floor.
About the Group:
Millennium Hotels and Resorts owns and operates a portfolio of over 120 hotels worldwide. In Europe, our 21 hotels provide the perfect gateway to explore landmark locations, with many iconic attractions and business hubs close by. Properties under the group are placed into four collections; Lengs Collection, M Social Collection, Millennium Collection and Copthorne Collection. Each collection has its own distinct personality, character and clearly defined hotel brands within it; tailored to suit different types of guests.
For you:
We offer a benefits package including: Social Events, Wellbeing and Team Activities, Training and development, Cash Health Plan cover option available, Pension Salary Sacrifice Scheme, Career development and salary reviews, Interest free Season Ticket Loan Scheme, 1 Volunteer Day per year (fully paid and in addition to your annual leave), Complimentary meals prepared for you by our chefs, Length of Service related holiday scheme, My Millennium discount perks, Discount on Accommodation worldwide and 50% Food and Beverage Outlets, Life Assurance, Recommend a Friend Scheme, as well as real opportunities to develop and gain promotion within the industry. We are an equal opportunities employer.
In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the United Kingdom. Documented evidence of eligibility will be required from candidates as part of the recruitment process. To improve compliance with identity document validation, successful applicants will provide their right to work in the UK which will be verified using Trust ID Scanners and Software.
Guest Relations Manager employer: Millennium Gloucester Hotel London Kensington
Contact Detail:
Millennium Gloucester Hotel London Kensington Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Relations Manager
✨Tip Number 1
Familiarise yourself with the Millennium Gloucester Hotel's unique offerings and local attractions. This knowledge will not only help you answer guest inquiries but also demonstrate your enthusiasm for the role during any discussions.
✨Tip Number 2
Practice your communication skills by engaging in conversations with friends or family about customer service scenarios. Being able to articulate your thoughts clearly and confidently will be crucial when discussing how you would handle guest interactions.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've successfully resolved conflicts or improved customer experiences in previous roles. This will highlight your proactive approach and readiness for the challenges of a Guest Relations Manager.
✨Tip Number 4
Network with current or former employees of Millennium Hotels and Resorts, if possible. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the interview process.
We think you need these skills to ace Guest Relations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in guest relations and hospitality. Emphasise skills such as communication, problem-solving, and attention to detail, which are crucial for the Guest Relations Manager role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the position and the hotel. Mention specific experiences where you successfully managed guest relations or resolved issues, demonstrating your ability to enhance guest satisfaction.
Showcase Your Communication Skills: Since excellent communication is key for this role, ensure your application is well-written and free of errors. Use clear and concise language to convey your thoughts effectively.
Highlight Relevant Achievements: Include any quantifiable achievements in your previous roles, such as improved guest satisfaction scores or successful event management. This will help demonstrate your capability to excel as a Guest Relations Manager.
How to prepare for a job interview at Millennium Gloucester Hotel London Kensington
✨Showcase Your Communication Skills
As a Guest Relations Manager, excellent communication is key. Be prepared to demonstrate your verbal and written communication skills during the interview. Share examples of how you've effectively resolved guest complaints or communicated with different departments.
✨Demonstrate Attention to Detail
This role requires a keen eye for detail. During the interview, highlight instances where your attention to detail has positively impacted guest experiences. Discuss how you ensure accuracy in managing guest requests and feedback.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about past experiences where you had to handle unexpected situations or last-minute changes, and be ready to explain your thought process and actions.
✨Research the Hotel and Its Services
Familiarise yourself with the Millennium Gloucester Hotel and its offerings. Knowing about their facilities, dining options, and local attractions will show your enthusiasm for the role and help you answer questions more effectively.
