Senior Guest Relations Manager

Salary not available. View on company website.

RPS plc, City of Westminster

Full time
Permanent
Onsite working

Posted today, 20 Nov | Get your application in now to be one of the first to apply.

Closing date: Closing date not specified

job Ref: f05a36d55a8b4f61a93fa5b60e6ca462

RPS plc

Full Job Description

This role is the core of the hotel service as it is all about guest's satisfaction and customer services where all departments converge.
Its priority is our customer and hotel reputation
You will have the ability to multi-task while under pressure and have a proactive personality in this busy hands-on role
Find new ways to push our RPS (reputation performance score)
Relay with Heads of Departments with complaints and issues
Ensures the high standard of services provided for guests and the attainment in all areas of the hotel for both qualitative and quantitative targets
Conveys the hotel's image and atmosphere through his/her exemplary attitude, warm and friendly welcome, availability and frequent presence in the field
Proactive and motivated attitude through the team
This role is 70% guest relations face-to-face and 30% admin tasks
Improves the department's results by increasing sales and productivity in all areas of the hotel
Liaise closely with other HOD's in the team. For Example Chef, Housekeeping and Maintenance
Perform Shifts in the hotel when needed
Be creative with amenities and "sparkles" - personalise memorable moments with our guests
Make our regulars feel important and recognised
Spend time welcoming in our Lobby and outlets to allow for Guest interaction and complaint handling
Completing the training in Reception and support the Reception team if needed
Any other reasonable requests made by your Line Manager & above in the interests of the business.
Ensure reviews revolving around Sustainability are tracked effectively and the information has been acted upon, part of our Green Key Accreditation
A minimum of 5 room checks to be completed daily per Guest Relation Manager
Promotes special offers and a full range of products
Improves the department's results by increasing sales and productivity in all areas of the hotel
Liaise with the F&B Manager & Line Manager to push items through Sparkle Packages, with a fair split between revenue streams
Brand promise
Promote guest satisfaction experiences through Accor Extranets
Ensure an attitude of anticipative and caring service is displayed at all times during your shift
Assist and proactively aim to reach our annual targets for Budgets, RPS and other targets stipulated for the year
Complete and issue the Guest Relations Team rota based on the needs of the company
Conduct Monthly & Quarterly team meetings, detailing upcoming targets and departmental changes
Conducting interviews and trial shifts for the Guest Relation Manager team, and team member positions when needed
Completing the owners BRM slide for the prior month, by the first week of the month.
Complete absence forms for the Guest Relations team after periods of absence away from the workplace
Attend or Schedule the team to attend BEO meetings, and ensure all information regarding VIP arrivals for these events are circulated
Issue and continually update the RPS trackers to ensure adequate knowledge for all departments of the RPS aims and ambitions
Utilise the Rooms Budget Tracker, and work closely with the other Rooms Division HODs to ensure all expenses are in line with the monthly forecast
Build relationships with outside suppliers to ensure easier negotiation of products & partnerships (EG: VMG, Sarunds, Virgin)
Ensure the Guest Relation Team is up to date with training requested by the Talent & Culture team
Work within the team completing the day-to-day operation of the Guest Relations department to ensure service standards are followed with friendly and engaging service
Reply back to all Hotel reviews and complaints
Checks inventories that have been carried out
Tracking the budget and refunds on a daily & weekly basis
Complaint tracking based on category
Be in constant contact with the other departments and ensure that information circulates smoothly between them - e.g. Reception, Maintenance, HK and Kitchen
Cover DM shifts and support all departments
Ensure employees are informed daily about priorities to personalize service
Follows all departmental policies, procedures and standard
Effectively & responsibly handles quests requests and reservations
Clearly demonstrates to guests and colleagues a commitment to service excellence

Senior Guest Relations Manager

Full Job Description

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