Job Info

Guest Relations Manager

Info | 8 Apr 2018
Slough | England, United Kingdom Full time

Job Description

Job Description

Job Title: Guest Relations Manager

Department: Front of House

Responsible to: Front of House Manager

Hours of Work: Day shifts based on 12hrs: 3 days on, 3 days off

To cover night shifts when required

To include weekends and bank holidays as per departmental rota

Overall Purpose: 

To be a professional and efficient point of contact for all guests and members of the hotel. To ensure that guests receive the highest standard of service and cooperation at all times, whilst ensuring the smooth running of all areas in both the Mansion and Pavilion

Specific Duties:
·      To ensure that the guest experience from entry to the hotel through to departure is delivered according to Departmental Standard Operating Procedures and the guest expectation

·      To input and review Departmental Standard Operating Procedures and objectives in line with hotel policies

·      To have a management presence at both reception desks, in order to meet and greet guests and ensure that they are roomed as per 5 Red Star AA Standard Procedure

·      To attend to all guest enquiries, requests and complaints promptly, ensuring a high level of personal service whilst communicating any special requirements of individual guests to other departments

·      To liaise with the Reception Manager or Senior Management on any guest complaints or operational challenges

·      To ensure that you are fully aware of all House and Pavilion tariffs, facilities and current activities

·      To ensure the shift is well organized, that the team is allocated duties and that they are completed at the end of the shift

·      To display and encourage the team to achieve a high level of personal hygiene, appropriate uniform, overall appearance, customer care, courtesy and social skills

·      To conduct show rounds when required

·      To have a working knowledge of all Front of House related systems and equipment, Opera and Concept

·      To be aware of and understand your Departmental Standard Operating Procedures and adhere to this at all times

·      To ensure that duty manager safe handover procedures are adhered to at all times and liaise with the Reception Manager and Accounts team with regards to any noticeable discrepancies

·      To assist with the training of all Reception staff and monitor performance

·      To check that all postings, bills, accounts, cash and credit transactions, floats, adjustments, allowances, balancing and handover procedures are implemented proficiently

·      To ensure the continual safekeeping of all cash/security/keys and that regular banking is made in compliance with laid down company policies and security arrangements

·      To ensure that the General Manager/Resident Manager and all relevant departments receive their departmental reports punctually and accurately

·      To ensure that all FOH storage areas are locked and kept neat, clean and tidy at all times

·      To monitor departmental staffing levels and report any absence or sickness to relevant departmental heads as per Standard Operational Procedure and company policy

·      To ensure that all public areas are kept up to hotel standards

·       To attend meetings, appraisals and training as required

·      To provide an efficient and professional service at all times and deal with guest enquiries or complaints either by fax, telephone, letter or in person

·      To be aware of and adhere to health and safety, fire and bomb threat procedures, and to report any item which causes concern to staff or clients

·      To report any maintenance that is required through the correct channels

·      To work to a rota set by your head of department including Night Shift cover when required and to understand that this will be in accordance with business demands

·      Any other reasonable tasks allocated by the Reception Manager or any Senior Management





Job Categories: Hospitality.
Job Types: Full time.

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