Guest Relations Manager

JOB SUMMARY

Let your passion for discovery become a career. Explore discover share and inspire at St Pancras London

St. Pancras London is a five-star hotel that fuses Victorian elegance with contemporary luxury. It is home to 38 opulent Chambers Suites and 207 stylish guestrooms offering refined comfort with modern amenities. Guests can enjoy superb dining and expertly crafted cocktails in a unique selection of restaurants and bars unwind at the serene St. Pancras Spa or host events in elegant meeting rooms including the historic Ladies Smoking Room. Ideally located beside St. Pancras International the hotel is a gateway to memorable experiences in the heart of Kings Cross. From its Grand Staircase to its world-class service St. Pancras London is more than a place to stay its a place to belong grow and be part of something extraordinary.

Position Summary

As Guest Relations Manager at St. Pancras London you will be responsible for the experience of all hotel guests through the planning and delivery of the highest levels of hospitality and service. The Guest Relations Manager is accountable for 3 areas: Guest Services Guest Relations and Lobby Host. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.

Responsibilities:Heres what your journey with us entails

• Manages day to day operations overseeing all responsibilities of the Guest Services & Guest Experience team to ensure the quality standards are met.
• Maps out and communicates the guest journey from pre arrival stay to post stay and drives team members to proactively elevate a guests experience.
• Provide proactive presence daily around communal areas lobby restaurant etc. Proactively seeking opportunities to surprise and delight.
• Identifying and classifying VIPs and tailoring an individual personalised experience.
• Adheres and champions all loyalty and affiliated programs expectations
• Managing the MOD Log handling guest complaints disputes and ensuring all negative experiences turn in to positive experiences.
• Coordinates the process and ensures all guest requests are arranged/met in a timely manner.
• Identifies trends in guest issues for resolution using appropriate reports.
• Communicates effectively with other departments to ensure all guest requests are met and encourage service excellence.
• Identify service shortfalls and assisting individuals to understand guest needs providing guidance feedback and individual coaching when needed.
• Manages all guest review platforms and ensures guest engagement.
• Manages Guest Voice reviews GSS scoring and ensures best practices to enhance results.
• Promote storytelling to the team taking advantage of the history and location of the building.
• Seek opportunities to provide WOW moments for guests forward planning for annual festivities occasions.
• Using appropriate resources to build profiles to meet guests preferences based on feedback history and communication.
• Proactively contributes to the Front of House KPIs
• Manages recruitment training and orientation of department personnel.
• Maintains high visibility in public areas during peak times.
• Assist FOM/FOHM with departmental LSOPs
• Performs Front Desk duties in high demand times
• Provides immediate assistance to guests as requested.

What is in it for you:

In addition to receiving a competitive salary and investment in your personal development you will have access to an array of perks and discounts including:

• 28 days holiday (including Bank Holidays) with increasing entitlement based on length of service.
• Annual Performance Review pay adjustments.
• Complimentary gym and spa access.
• Free meals while at work.
• Dry-cleaning service availability for uniforms.
• Complimentary enrolment in BenefitHub granting unlimited deals from various retailers and more.
• 20% discount at any of the St. Pancras outlets.
• Marriott Discount Card offering benefits on hotel stays room upgrades gift shop purchases and F&B across 130 countries.
• Travel ticket season loan.
• Life Assurance Scheme
• Cycle to work scheme.
• Employee Assistance Programme access.
• Mental Health First Aiders within the team
• Comprehensive Training and Development programme participation.
• Awards and recognition celebrations among many other benefits
• Outstanding Wellness program

Join Our Team:Ready to be part of a dynamic team dedicated to shaping the future of luxury hospitality If you thrive in a fast-paced environment and are passionate about making a difference we want to hear from you.