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- Tasks: Lead guest relations, ensuring memorable experiences and managing the Guest Relations Team.
- Company: Join the award-winning Sofitel London-Heathrow, a stylish hotel with top-notch amenities.
- Benefits: Enjoy competitive salary, 28 days holiday, free meals, discounts, and recognition programs.
- Why this job: Be a key player in enhancing guest experiences and advancing your career in hospitality.
- Qualifications: 3-5 years in hospitality, fluent in English, and a degree or qualification preferred.
- Other info: Opportunities for growth and development within the rapidly expanding Arora Group.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Guest Relations Manager role at Arora Group
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About Us…
Sofitel London-Heathrow is an award-winning hotel that is the perfect blend of style and convenience. With 605 spacious ensuite rooms plus a selection of restaurants and bars showcasing fresh international flavours. Our luxurious hotel is connected to terminal 5 and has spa and fitness facilities. The 45 meeting rooms include a flexible ballroom accommodating up to 1,300 delegates.
A Bit About What You Will Do…
The Guest Experience Manager acts as a representative of the hotel, offering support to the team and being the point of contact for guests and talent alike. As a member of the hotel’s management team, the Guest Experience Manager works cross-departmentally and develops high-quality relationships with guests throughout their stay, in order to provide a memorable and genuine experience which enhances brand loyalty and the hotel’s reputation performance score.
- Act as a Welcome Ambassador by maintaining a visible presence in the hotel lobby and conveying a professional, friendly and efficient impression of the hotel at all times.
- Develop high-quality relationships with guests ensuring that all tasks relating to guest experience, comfort and satisfaction are treated with the utmost priority.
- Make recommendations to improve the guest experience and share these with the management team.
- Responsible for enhancing the Sofitel guest experience culture within the management team and throughout the hotel whilst continuously initiating projects to improve the Guest Experience.
- Manage and train the Guest Relations Team to ensure all operating standards and brand audit criteria are adhered to, verifying that spot checks are in place to ensure the targets are met.
- Undertake Duty Management shifts as required, including night shifts; act in the absence of Senior Management in all matters concerning the safety, security and well-being of guests and colleagues.
More About You…
- 3-5 years’ experience in operational hospitality/food & beverage, leisure and tourism, guest experience and quality.
- Hospitality Degree or Qualification is preferred.
- Previous experience in a multi-cultural and diverse environment is preferred.
- Fluent in English is essential and a second language is preferred.
- Previous learning and development experience in a large group setting preferred (training knowledge essential).
What’s In It For You…
Competitive salary
Holiday – 28 days holiday, enhanced after 5 years of service.
But there’s more…
- Free meals on duty.
- Complimentary on-site parking is available whilst on duty.
- Discounted employee friends & family rates at Arora Hotels.
- Food and beverage discounts.
- Christmas gifts and employee parties.
- Introduce a friend scheme.
- Cycle 2 work scheme.
- UK attraction discounts @ Merlin Entertainments.
- Taste card.
- Life assurance scheme.
- Wage stream.
- Employee assistance programme.
- Arora star employee recognition.
- Long service recognition award.
Grow with us…
We are growing rapidly and with growth comes advancement opportunities. Being part of the Arora group there are exciting opportunities for career progression and development across our properties and brands.
Skills
Fluent in English
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Management and Manufacturing
Industries
- Hospitality
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Guest Relations Manager employer: Thearoragroup
Contact Detail:
Thearoragroup Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Relations Manager
✨Tip Number 1
Make sure to showcase your interpersonal skills during the interview. As a Guest Relations Manager, building high-quality relationships with guests is crucial, so be prepared to share examples of how you've successfully managed guest experiences in the past.
✨Tip Number 2
Familiarize yourself with the Sofitel brand and its values. Understanding their commitment to luxury and guest satisfaction will help you align your answers with their expectations and demonstrate your enthusiasm for the role.
✨Tip Number 3
Prepare to discuss your experience in training and managing teams. Highlight any specific instances where you improved team performance or guest satisfaction through effective training methods, as this is a key responsibility of the role.
✨Tip Number 4
Be ready to suggest innovative ideas for enhancing the guest experience. Think about potential projects or initiatives you could implement at Sofitel London-Heathrow that would elevate the overall guest experience and show your proactive approach.
We think you need these skills to ace Guest Relations Manager
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Guest Relations Manager position. Understand the key responsibilities and required skills, so you can tailor your application to highlight your relevant experience.
Highlight Relevant Experience: In your CV and cover letter, emphasize your 3-5 years of experience in hospitality, guest experience, or related fields. Provide specific examples of how you've enhanced guest satisfaction and built relationships in previous roles.
Showcase Your Skills: Make sure to mention your language skills, especially your fluency in English and any additional languages. Highlight your training experience and ability to work in a multicultural environment, as these are important for the role.
Craft a Compelling Cover Letter: Write a personalized cover letter that reflects your passion for hospitality and your understanding of the Sofitel brand. Discuss how you can contribute to enhancing the guest experience and align with the hotel's values.
How to prepare for a job interview at Thearoragroup
✨Show Your Passion for Guest Experience
Make sure to express your enthusiasm for creating memorable guest experiences. Share specific examples from your past roles where you went above and beyond to ensure guest satisfaction.
✨Demonstrate Cross-Departmental Collaboration
Highlight your ability to work with different departments. Discuss how you've successfully collaborated with teams in the past to enhance guest experiences and improve operational efficiency.
✨Prepare for Situational Questions
Expect questions that assess your problem-solving skills in real-time scenarios. Prepare examples of how you've handled difficult situations with guests or team members, focusing on your approach and the outcomes.
✨Emphasize Cultural Sensitivity
Given the diverse environment of the hotel, be ready to discuss your experience working in multicultural settings. Share how you adapt your communication style to meet the needs of guests from various backgrounds.
