Guest Relations Manager

  • Department:
    Front Office
  • Position Commitment:
    Full Time
  • Location/Hotel - click here for more information on the property:
  • Vacancy Reference:
  • Vacancy Start Date:
    11 March 2019
Guest Relations Manager

We are now looking for a Guest Relations Manager who will live and breathe the standards of luxury service by supporting, encouraging and sometimes challenging others. You will challenge the 'norm' to push boundaries to create an environment that guests will love, remember, recommend and return to. 

Being a key part of the Splendid family, all our team members need to be able to promise to:

  • Be the Best;
  • Make Responsible Decisions;
  • Treat Others, the Way They Would Like to Be Treated;
  • Continually Challenge Yourself and Each Other.

Position Purpose

  • A Guest Relations Manager is responsible for managing the lasting impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

Key Responsibilities

    • Sharing guest feedback and developing proactive plans to exceed guest expectations
    • Assist other operational departments to ensure highest service standards are met
    • To uphold the standards of the company and to be a credible leader by displaying role model behaviour 
    • Take ownership for the guest experience by understanding and continually evaluating every guest touch point from initial enquiry/booking to departure. 
    • To have a solution orientated and positive approach
    • Implement strategies and initiatives to prevent reoccurring issues
    • Update and maintain Guest profiles database
    • To have a proactive approach in all aspects of the position
    • Investigate and respond to guest comments and complaints in a professional and timely manner
    • To manage all guest feedback through third party websites
    • Check guest arrival reports in advance and communicate daily with other departments about specific needs or requirements from guests.
    • Assist with welcoming guests where necessary assist in escorting guests to rooms or suites. 
    • Ensure all room standards are met and amenities are in place before arrival
    • Demonstrate current knowledge of all hotel products and services
    • To perform Duty Management shifts as required
    • To drive revenue through the development, marketing and proactive selling of upsell packages

Person Specification

1. Knowledge, Skills & Abilities 

  • Exceptional leadership, interpersonal and communication skills with the ability to impact and influence others
  • Great emphasis on attention to detail
  • Computer literate
  • Excellent communication skills particularly written with proficient spelling and grammar 
  • Proactive with a solution orientated approach 
  • Extremely well organised 
  • Accountable and resilient
  • Commitment to and passion for delivering high levels of customer service
  • Ability to work under pressure
  • Ability to manage time effectively and prioritise
  • Flexibility to respond to a variety of different work situations
  • Possess a positive and engaging personality 
  • Driven by luxury standards
  • A true love and passion for customer care 
  • Excellent grooming standards

2. Proven Experience/Education Level

  • Experience within a hotel environment 
  • Experience of duty management within a Hotel environment 
  • A degree or diploma in Hotel Management or equivalent
  • At least one-year experience in a guest services, guest relations or customer service role
  • Opera PMS knowledge


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The Grand York
Grand Hotel, York, Yorkshire, United Kingdom, YO1 6GD
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