Guest Relations Manager

Front of House
Job Role:
Guest Relations Manager
Salary Description:
Intercontinental Hotels Group (IHG)
Job Ref:

What's the job:
At IHG we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team, as a Guest Relations Manager.
What's the job?
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Guest Relations Manager you will lead the guest relations team on a day to day basis, ensuring excellent service is provided to all guests in line with our brand values.  You will be responding to guests needs and anticipating their unstated ones and at times you might be the sole point of contact for certain guests/bookings for the duration of their stay.
At Kimpton, we truly believe that evolution is the fun part.  As Guest Relations Manager within Kimpton, you have the opportunity to be create innovative changes which impact the guest journey, lead on engaging in heartfelt human connections with our guests and coordinating the delivery of ridiculously person experiences. 

Your day to day
Our mission is to be the best loved Hotel & Restaurant Company so regardless of position, we look for individuals who are passionate about providing genuine heartfelt care to our guests and employees. As a Guest Relations Manager, your day to day responsibilities will include:

•Lead the guest relations team to providing that memorable guest experience in line with our brand values
•Become part of our family and liaise with all hotel outlets to deliver that ridiculously personal experience to our guests
•Be prepared for group arrivals, rider requests and VIP guests
•Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and build relationships with our regulars
•Jump into other duties when your colleagues need your help. May also serve as Manager on Duty.
•Stay one step ahead of guests' needs - actively listen to their complaints, handle their messages, requests, questions and concerns
•Be the warm welcome for some VIP guests and complete in suite check-ins if required
•Monitor the Duty manager's log, address guests' complaints and concerns and analyse their feedback to give ideas for changes that will improve the guests experience
•Be our Social media champion. Monitor and reply to our guests' feedback online
•Create a ridiculously personal and memorable experience for our guests, respond to their requests and anticipate the unstated ones.
What we need from you

•You love working with people and have a commitment to delivering exceptional levels of guest service
•You are good at handling with pressure and never drop that can-do attitude
•You are passionate about learning and finding new and creative ways to deliver exceptional service
•You are flexible and understand what is required when business levels peak and trough, to deliver the best possible service.
•Literate and tech-savvy - you'll need a good grasp of reading, writing, basic maths and computers
What we offer

•31 days holiday each year, including bank holidays
•Hotel based incentive and recognition schemes
•Access to our Voluntary Benefits portal, which includes discounts on some travel, leisure time activities, health, retail and motoring
•Discounted accommodation with competitive colleague rates at our other hotels
•Long service awards which increase with length of service
•Excellent training and development opportunities within the hotel, the Company and our online e-learning portal
•Financial rewards for delivering sensational service
•Free meals on duty<br><br>${descr2}

Contact Details:
Intercontinental Hotels Group (IHG)
Tel: .
Contact: HR Department

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