Airlines Guest Relations Manager

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 

• Manage airline crews journey from pre arrival to smooth check in when in house till departure and ensure a seamless efficient and elevated hospitality experience tailored to airline personnel. 

• 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 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 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 special offers and a full range of 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 with satisfactory resolutions 

• 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 guests 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
• 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
• Staff Uniforms Provided
• Learning programs through our Academies
• 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 2

Candidates must have the right to work in the UK

Note: The Company reserves the right to amend this job description from time to time to reflect the evolving needs of the business.

Remote Work :

No

Employment Type :

Full-time