Guest Relations Manager

Job description

Key tasks

We are now seeking to recruit a Guest Relations Manager to join our professional Front Office team.

As part of the Front Office department the Guest Relations Manager is responsible for ensuring the smooth operation of the Front Office team as well as the hotel.
You will be the main contact for guests in the hotel and be there to professionally and efficiently manage any complaints or queries which have been raised by guests.
Be the main driver of exemplary guest service and lead by example.
Engage with the staff to build meaningful relationships with guests through our Adopt a guest program.
You will act as a point of contact for all guests using the lobby area as a base.

You will have excellent management, organisational and administration skills, you will ensure that both you and your colleagues provide an efficient and effective service to all guests.

Ensuring that the team comply with company brand standards and audit controls.

You will also assist the Welcome Manager to monitor and coach the Front Office team’s performance and assist in their personal development.

To be responsible for the safety of all persons in the Hotel and ensure that all health and safety and food hygiene procedures are adhered to.
To ensure that all fire drills, evacuations or security alerts are professionally managed in accordance with the health and safety procedures.
To ensure that the Hotel’s well presented at all times, with particular reference to the cleanliness, internal and external maintenance.
With your strong communication skills and pro-active approach, you will ensure that the guests are completely satisfied at every stage of their stay, from check-in to check-out and you will need to liaise with all departments where necessary.

You will be confident and be able to work on own initiative.

You will report to the Operations Manager and will be responsible for the management and training for your team of three Guest Relations Executives.

Knowledge of OPERA is desirable.

You will work with a dedicated team and be passionate about your work and have the desire to progress your career within an International Company.
Pullman hotels have been designed to meet the needs of individual and group international business travellers.
Pullman hotel staff welcome their guests with warmth and elegance, and create an atmosphere woven around real conviviality.

You will work five days out of seven on a rota basis and help manage a team of up to 15 Front Office staff.

Previous experience in a similar role in a busy hotel environment is essential

Pullman and its talent community

The Pullman promise is built around its three values: commitment, adaptability and creativity , and these are orchestrated throughout the hotel by a specific human resources and management policy:

• Body & Soul, the service attitudes model developed by Pullman

• Welcomer, Quality & Attitude Manager, Event Manager - some of the new Pullman professions

• A Pullman “school” of leadership, focusing on creativity.

Desired profile

Skills

Level of Education Associate
Areas of study Hospitality
Professional experiences 1 to 2 years
Languages essential English

Essential and optional requirements

·  Excel
·  Power Point
·  Word
·  Opéra