Guest Relations Manager

Job Type:
Job Sector:
Food, Beverage
South East
£24,040 to £24,040 per annum
Salary Description:
Starting salary of £24,040 plus fantastic benefits
Exclusive Hotels
Job Ref:

In a Nutshell

We’re a group of fabulous Hotels and Venues set in beautiful countryside and our hotels are full of great people… A great team.

We are actively seeing a Guest Relations Manager to join the team at Pennyhill Park, an Exclusive Hotel & Spa. You will be the main point of contact for all guests ensuring everybody is happy - with an emphasis on VIPs and leisure guests, ensuring all their requirements are anticipated and exceeded during their visit. 
Package descriptionAnd now for the good stuff

Hospitality is all about looking after people and we are committed to our people.  We work hard to ensure you can enjoy your job and are well rewarded.  As well as excellent training, development and progression opportunities, other benefits include:

Competitive salary
Complimentary meals whilst on duty
Complimentary car parking
Perkz discount scheme
Discounted room nights across all Exclusive Hotels and Venues
Discounts on food and beverage across all Exclusive properties

Main responsibilitiesLots to do but lots of fun

Our successful Guest Relations Manager will be responsible for;

To champion Guest Services within the hotel,  upholding all standards and cultural principles
Providing an exceptional sense of arrival and the fondest of farewells for all guests
To assist the Front Office Manager to identify service lapses and standard drops within the business
To collate, manage and evaluate all Guest Feedback reporting back on a regular basis to Heads of Department with structured quality information
To maximise the guest journey, delegate responsibility and identify the correct individual service differentiator for Guests with additional needs and VIP’s.
To accept the responsibilities of Duty Management ensuring the smooth efficient and effective running of the hotel, the well being of its guests and employees, and for the protection of the company from potential loss or damage ensuring consistency of product and service.
To be innovative at every opportunity in our approach to the customer during their stay.
To be well presented and groomed at all times.

Ideal candidateAre you right for us?

Our successful Guest Relations Manager will …

Be a Reception or Guest Services Manager in another property, preferably luxury, four or five red star
Have a strong eye for detail
Be able to effectively delegate
Ability to assimilate information and create reports
Demonstrate outstanding communication skills
Display strong leadership skills
Demonstrate a huge passion for Guests

About the companyAre we right for you?

We expect a lot but we’ll give a lot to get the right people. There are 4 main things we look for

We want people with bags of character. We don’t want you to hide your personality when you’re at work, we want you to feel comfortable, to be who you are.

We want people people. You’ve got to like being around others, smiling and chatting because you like people, not because someone told you to smile and chat.

We need extra milers. So if you think the job description is all you have to do, then we’re not for you.  

You have to put your heart into it. When you tell a guest you’re happy to help, you have to mean it.

Your day will consist of 8.5 hours, (half an hour for lunch), straight shifts equate to 40 hours a week. 

Contact Details:
Exclusive Hotels
Tel: 0200 000 0000
Contact: Fiona Claringbould

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