Guest Relations Manager

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What you'll be doing:
As our Hotel Guest Relations Manager you will ensure the smooth and safe running of the hotel whilst covering Guest Relations Management shifts ensuring the highest standards of customer/guest service are always delivered in line with departmental SOPs.

You will deliver excellence in guest service, maximising profits and exploiting opportunities for business growth.
More about the role:
  • Be fully competent in the use of all IT systems associated with your department
  • Ensure that yourself and your team are fully aware of all venue's facilities and events
  • Take responsibility for Profit Protection manual actions relating each department
  • Ensure the department SOP is up to date and is monitored for 100% compliance
  • Proactively manage the work of the team, allocating special duties and responsibilities
  • Handle guest queries and feedback, taking appropriate action to ensure full resolution
  • Develop and maintain a high level of guest care with the emphasis on guest interaction
  • Attend any meeting as requested by the management
  • Ensure effective communication between each department
  • React promptly to any issued identified for maintenance and add into Opera
  • Adhere to departmental SOP compliance
  • Maintain colleague discipline and grievance procedures in accordance with our policies
  • Take ownership for all Health and Safety as they arise
  • Be aware of all legislation that is relevant to your work and ensure that all legal requirements are met, including: licensing, Health and Safety at Work, COSHH, Environmental Health, Fire Precautions, Manual Handling, Wellbeing and Risk Assessments
  • Support the overall goals of the business
  • Ambassador to our venue and brand you will lead by example, give clear instructions, and maintain good guest relations to both internal and extremal customers
  • Play an active role in highlighting sales opportunities through interaction with our guest
  • Be trained in all operational departments to support HODs with holiday cover as required
What we'll give:
Guest Relations Manager
  • £27,000per annum
  • 40hours per week, 5 over 7 days
  • Free Parking
  • Discounted leisure membership onsite facility
  • Meals provide whilst on shift
  • Discounts on accommodation at our venues
  • Compass exclusive offers on PerksAtWork
  • Access to a wide range of programs to train and develop you
  • Medicash healthcare
  • Eyecare vouchers

Great things happen when people get together in our spaces to meet and spaces to sleep at Kents Hill Park. From conferences, meetings, training, and every business event in between our venue provides an informal atmosphere where you and our guests can be themselves.

We combine our spaces with a bigger family. Kents Hill Park is part of The Venues Collection, a division of Levy UK & Ireland, a market leader in contract catering services.
Who you are:
You will spend a great deal of time interacting with guests, so it is important that youhavestrong communication, interpersonal and listening skills. Youshould also be aggressive problem-solverand have the ability to manage crises successfully.
  • Proven experience as a Guest Relations Manager
  • Familiarity with hospitality industry standards
  • Computer literacy
  • A customer-oriented and professional attitude
  • An outgoing personality
  • Outstanding communication abilities

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