Guest Relations Manager
Guest Relations Manager
Posted on :
20-08-2025
Employer Active
1 Vacancy
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Job Description
MAIN RESPONSIBILITIES
- This role is the core of the hotel service as it is all about guests 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 hotels image and atmosphere though his/her exemplary attitude warm and friendly welcome availability and frequent presence in the field
- Proactive and motivator attitude through the team
- This role is 70% guests relations face-to-face and 30% admin tasks
- Improves the departments results by increasing sales and productivity in all areas of the hotel
- Liaise closely with other HODs 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 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
Commercial / Sales
- Promotes the special offers and full range products
- Improves the departments results by increasing sales and productivity in all areas of the hotel
- 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
Management and Administration
- 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 ensures that information circulates smoothly between them e.g. Reception Maintenance HK and Kitchen
- Cover DM shifts and support all of 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
NOTE: The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.
Additional Information :
PERKS FOR YOU:
- Employee benefit card offering discounted rates at Accor worldwide
- 5 for any name mention
- 200 for the Heartist of the month (Employee of the month)
- Free and delicious meal breaks on duty
- Complimentary stays in UK and North Ireland
- Friends & Family discounts
- 50% food discounts in our restaurants
- Pension Scheme
- Health Insurance
- Eye Test Vouchers
- Cycle to work Scheme
- Staff Uniforms Provided
- Learning programs through our Academies
- Wonderful and fun colleagues
- Opportunity to develop your talent and grow within your property and across the world!
- Ability to make a difference through our Corporate Social Responsibility activities like Planet 21
Candidates must have the right to work in the UK
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
Key Skills
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