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- Tasks: Manage guest experiences and ensure satisfaction in a luxury environment.
- Company: The Quarters by Bravo offers high-specification suites in prime London locations.
- Benefits: Enjoy full training, a dynamic work environment, and opportunities for growth.
- Why this job: Join a flagship property and be the face of exceptional guest service.
- Qualifications: Strong communication skills, proactive attitude, and attention to detail required.
- Other info: Flexible hours and a supportive team culture await you!
The predicted salary is between 36000 - 60000 £ per year.
The Quarters by Bravo offers the best value short to medium stay option in London, with high-specification and thoughtfully designed suites located in convenient locations with exceptional transport links. Our expert on-site management team ensures a seamless experience for our guests throughout their stay.
As the Guest Relations Manager at The Quarters Swiss Cottage, you are responsible for ensuring all guests have a satisfying and inspirational stay. You will employ the highest standards of customer service, organization, communication, and team coordination to manage the expectations of our guests. Your role is pivotal in creating a luxurious and welcoming environment, akin to a five-star hotel.
Key Responsibilities:
- Guest Experience: Deliver a warm, welcoming, and personalized experience to all guests and visitors, ensuring their needs and preferences are anticipated and met with the highest level of service.
- Front Desk Management: Serve as the face of the company, meeting and greeting different stakeholders, customers, and colleagues. Handle correspondence, conduct on-site viewings with prospective customers, and address current customer requirements.
- Operational Goals: Collaborate with the General Manager to meet operational and financial goals, including maintaining high occupancy levels, generating rent growth, promoting additional services, and collecting revenue.
- Brand Ambassadorship: Act as a brand ambassador, promoting company values in every interaction with stakeholders, especially in-house and potential guests.
General Responsibilities:
- Superior Customer Journey: Communicate effectively with guests, visitors, colleagues, couriers, and contractors, welcoming all with a warm and friendly approach.
- Confidently challenge any unknown visitors in a personable and professional manner.
- Organize and conduct on-site and virtual viewings.
- Manage the leasing of units, maximizing occupancy and unit rates.
- Conduct check-ins/outs and inventory checks, ensuring all guest data is accurate and complete within the property management system (PMS) RealPage PEX/Opera.
- Support guest move-ins/move-outs as part of the operations team.
- Handle complaints and oversee service recovery procedures.
- Coordinate with the Maintenance and Housekeeping teams to address any issues promptly.
- Ensure guest review targets are met.
- Implement and support marketing and social media activities.
- Oversee parcel/postal delivery services and notify guests of deliveries awaiting collection.
- Maintain awareness of all premises operations and uphold general oversight of safety and compliance measures.
- Communicate effectively with all relevant teams to ensure smooth running of premises operations.
Requirements:
- Communication Skills: Excellent verbal and written communication skills.
- Proactivity: Self-motivated, driven, proactive, and solutions oriented.
- Attention to Detail: Exceptional attention to detail and organized approach to work.
- Guest Engagement: Ability to engage confidently with guests.
- Technical Competency: Competency with property management systems, e.g., RealPage PEX, Opera.
- Flexibility: Demonstrate flexibility and cooperation with guests and colleagues alike.
- Calm Under Pressure: Ability to work under pressure while remaining calm.
- Training and Support: Full training and support will be provided by the General Manager.
Note: This summary outlines the main duties of the position. The Company may assign additional tasks within the role-holder's capabilities and expects compliance with all reasonable rules and instructions.
Guest Relations Manager employer: The Quarters by Bravo
Contact Detail:
The Quarters by Bravo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Relations Manager
✨Tip Number 1
Familiarise yourself with the specific services and amenities offered at The Quarters by Bravo. Understanding what makes their guest experience unique will help you articulate how you can enhance that experience during interviews.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've successfully handled guest complaints or challenging situations in the past. This will demonstrate your ability to maintain a calm and professional demeanour under pressure.
✨Tip Number 3
Research the latest trends in hospitality and guest relations. Being knowledgeable about current industry standards will not only impress your interviewers but also show your commitment to providing a five-star experience.
✨Tip Number 4
Network with professionals in the hospitality industry, especially those who have experience in guest relations. They can provide valuable insights and may even refer you to opportunities within The Quarters or similar establishments.
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 customer service. Use specific examples that demonstrate your ability to create a welcoming environment and manage guest expectations.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for hospitality and your understanding of the role. Mention how your skills align with the responsibilities outlined in the job description, particularly in delivering exceptional guest experiences.
Showcase Communication Skills: Since excellent communication is key for this role, ensure your application showcases your verbal and written communication skills. Use clear and professional language throughout your CV and cover letter.
Highlight Problem-Solving Abilities: In your application, provide examples of how you've successfully handled guest complaints or operational challenges in the past. This will demonstrate your proactive approach and ability to remain calm under pressure.
How to prepare for a job interview at The Quarters by Bravo
✨Showcase Your Customer Service Skills
As a Guest Relations Manager, your ability to provide exceptional customer service is crucial. Prepare examples of how you've gone above and beyond for guests in previous roles, highlighting your proactive approach and attention to detail.
✨Demonstrate Effective Communication
Communication is key in this role. Practice articulating your thoughts clearly and confidently. Be ready to discuss how you handle difficult conversations or complaints, showcasing your calmness under pressure.
✨Familiarise Yourself with the Company
Research The Quarters by Bravo and understand their values and mission. Be prepared to discuss how you can embody these values as a brand ambassador and contribute to creating a luxurious guest experience.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage guest expectations. Think of specific situations where you successfully resolved issues or improved guest satisfaction, and be ready to share those stories.
