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For Companies At a Glance
- Tasks: Lead a diverse team to deliver exceptional guest experiences at our iconic hotel.
- Company: Join the renowned Leonardo Royal Hotel Southampton Grand Harbour.
- Benefits: Enjoy special hotel rates, recognition schemes, and ongoing training for career growth.
- Why this job: Be part of a vibrant team and make a real impact on guest satisfaction.
- Qualifications: Experience in hospitality, strong customer service skills, and team leadership abilities.
- Other info: Flexible shifts with opportunities for fun team celebrations and progression.
The predicted salary is between 36000 - 60000 £ per year.
Overview
We have a great opportunity for a Guest Relations Manager to join the team at the iconic Leonardo Royal Hotel Southampton Grand Harbour.
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
- 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 guest
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.
Benefits
- 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
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Guest Relations Manager employer: The Midland Hotel
Contact Detail:
The Midland Hotel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Relations Manager
✨Tip Number 1
Get to know the hotel inside out! Familiarise yourself with the layout, services, and team members. This way, when you walk in for an interview, you can show off your knowledge and passion for the place.
✨Tip Number 2
Practice your customer service skills! Role-play common guest scenarios with a friend or family member. This will help you feel more confident in demonstrating your ability to handle various situations during the interview.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips about the interview process and what it’s really like to work at the hotel.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll have access to all the latest job openings and updates directly from us.
We think you need these skills to ace Guest Relations Manager
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. A touch of humour or a personal story can make your application stand out.
Tailor Your Application: Make sure to customise your application for the Guest Relations Manager role. Highlight your experience in reception or food and beverage departments, and how it aligns with our values at StudySmarter. This shows us you’re genuinely interested!
Be Specific About Your Skills: Don’t just list your skills; give us examples! If you’ve got great customer service skills or experience with upselling, share a quick story about how you’ve used these in past roles. It helps us picture you in action!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us. Plus, it’s super easy!
How to prepare for a job interview at The Midland Hotel
✨Know Your Stuff
Make sure you brush up on your operational knowledge, especially in Reception and Food & Beverage. Familiarise yourself with the hotel’s services and how they operate, as this will show your understanding of the role and impress the interviewers.
✨Showcase Your Customer Service Skills
Prepare examples of how you've delivered exceptional customer service in the past. Think about situations where you anticipated customer needs or resolved complaints effectively. This will demonstrate your ability to excel in a fast-paced environment.
✨Be Ready to Lead
Since the role involves managing a team, be prepared to discuss your leadership style. Share experiences where you motivated your team or improved their performance. Highlight your organisational skills and how you manage resources efficiently.
✨Upselling is Key
Think of creative ways you can upsell services or products to guests. Prepare to discuss strategies you've used before to enhance guest satisfaction while also improving the bottom line. This will show that you understand the business side of guest relations.
