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14 days ago
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Guest Relations Manager


Radisson Blu Edwardian
Salary band: Any
Location: Manchester
Job type: Any
Contact: Radisson Blu Edwardian
Category: Bar Jobs
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At the heart of Edwardian Hotels London is a simple founding belief-: that from back of house to the boardroom we are all Hosts. Everyone is encouraged to express their individuality and initiative, and to bring their passion to work. (We may wear uniforms, but we don't believe in uniformity.)

Everything we do is driven by a desire to exceed our guests', clients and partners expectations. To surprise and delight. To make the time our guests choose to spend with us genuinely exceptional. So that even the shortest stay with us, will last long in their memory. Everyone who works here does this every day across our portfolio of brands, in highly prestigious locations in London and beyond.

For 40 years Edwardian Hotels London has built upon this ambition, and as a family owned company we're proud of the freedom our independence this gives us to grow our business on a relentless and memorable curve - upwards.

With an enviable collection of luxurious distinctive hotels and restaurants such as The May Fair Hotel, Radisson Blu Edwardian London Hotels, Steak and Lobster, Scoff and Banter, May Fair Kitchen, Annayu and May Fair Bar; in the most desirable locations of the UK's most vibrant cities, EHL's vision is unique: To Be Memory Makers.

The Role:

Guest Relations focus their efforts on building and nurturing relationships with both internal and external customers with the end in mind to deliver unparalleled experiences. And communicating with relevant departments to ensure delivery is seamless.

  • Understands how to use IT applications: Micros, Opera, My Hr World, Caspro, Guest Plus
  • Local area knowledge
  • Food & beverage product knowledge
  • Good command of the English language
  • Has leadership skills
  • Confident ability to communicate & establish rapport
  • Decision-making: Improve decision making by clarifying goals, sharing perspectives, identifying options and creating a way forward.
  • Performance Management/Supervisory: Ability to relate to, communicate with, and motivate employees to sustain high performance and quality levels.
  • Coaching: Develop and guide others in professional growth and performance enhancement through assuring clarity of goals, employing reflective listening skills, and facilitating the generation of options and action planning.
  • Creates 100% guest satisfaction by providing the company experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations
  • Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
  • Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
  • Provides Yes I Can genuine hospitality and teamwork on an ongoing basis
  • Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
  • Leads by example and motivates employees to make people feel special
  • Maintains and displays in-depth local knowledge, in order to WOW the guest, promote sales and ensure that all employees are provided with the necessary information to perform their job effectively
  • Updates team/sales on daily guests experience, delivery of daily VIP list.
  • Communicates and reinforces the vision of Yes I can to employees
  • Handles all aspects of guest arrivals including VIPs, check-in and departure.
  • To assist in ensuring all the team members are adhering to the company grooming standards
  • Makes reservations, when necessary, in accordance with hotel's yield management practices
  • Seeks opportunities to improve the guest experience by seeking feedback and developing strategies to improve department and hotel services
  • Ensures all employees adhere to company health, hygiene, safety & emergency procedures
  • Trains, coaches and recognizes staff
  • Communicate performance expectations and provide employees with ongoing feedback
  • Provide employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential
  • Researches local area facilities, which may be of help and interest to guests
  • Ensures that guest service employees are up-to-date with local area knowledge
  • Uses teamwork to support guests and employees
  • Ensures company accounting procedures & security standards are adhered to in lobby operations
  • Maintains awareness of hotel business in all areas of the service excellence team, and assist in other departments where necessary. This may include service in the hotel food and beverage outlets
  • Performs all other duties as required within the Front Office Team
  • Role modeling of company core values, Integrity, Fairness, Fun, Passion, Yes I Can.
  • Partnering with the sales team to assist where necessary to achieve sales targets.
  • Performs other duties required to provide the service brand behavior and genuine hospitality

We Believe In Developing and Delighting Our Hosts So You Will Receive:

  • Competitive Salary
  • Complimentary 2 night stay in a luxury Edwardian Hotel of your choice(after 1 years service)
  • Preferential accommodation rates for all Edwardian Hotels for Hosts, friends and family
  • Discounts on food and beverage up to 50% in all Edwardian restaurants and bars
  • Discounts on Spas and beauty treatments
  • Hot meals and salad bar, teas, coffees and juices provided each day
  • Uniforms provided per role requirement

All Hosts must have valid permission to live and work in the United Kingdom. Verification of documentation will be undertaken as part of the recruitment process.

At the heart of Edwardian Hotels London is a simple founding belief-: that from back of house to the boardroom we are all Hosts. Everyone is encouraged to express their individuality and initiative, and to bring their passion to work. (We may wear uniforms, but we don't believe in uniformity.)

Everything we do is driven by a desire to exceed our guests', clients and partners expectations. To surprise and delight. To make the time our guests choose to spend with us genuinely exceptional. So that even the shortest stay with us, will last long in their memory. Everyone who works here does this every day across our portfolio of brands, in highly prestigious locations in London and beyond.

For 40 years Edwardian Hotels London has built upon this ambition, and as a family owned company we're proud of the freedom our independence this gives us to grow our business on a relentless and memorable curve - upwards.

With an enviable collection of luxurious distinctive hotels and restaurants such as The May Fair Hotel, Radisson Blu Edwardian London Hotels, Steak and Lobster, Scoff and Banter, May Fair Kitchen, Annayu and May Fair Bar; in the most desirable locations of the UK's most vibrant cities, EHL's vision is unique: To Be Memory Makers.

The Role:

Guest Relations focus their efforts on building and nurturing relationships with both internal and external customers with the end in mind to deliver unparalleled experiences. And communicating with relevant departments to ensure delivery is seamless.

  • Understands how to use IT applications: Micros, Opera, My Hr World, Caspro, Guest Plus
  • Local area knowledge
  • Food & beverage product knowledge
  • Good command of the English language
  • Has leadership skills
  • Confident ability to communicate & establish rapport
  • Decision-making: Improve decision making by clarifying goals, sharing perspectives, identifying options and creating a way forward.
  • Performance Management/Supervisory: Ability to relate to, communicate with, and motivate employees to sustain high performance and quality levels.
  • Coaching: Develop and guide others in professional growth and performance enhancement through assuring clarity of goals, employing reflective listening skills, and facilitating the generation of options and action planning.
  • Creates 100% guest satisfaction by providing the company experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations
  • Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
  • Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
  • Provides Yes I Can genuine hospitality and teamwork on an ongoing basis
  • Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
  • Leads by example and motivates employees to make people feel special
  • Maintains and displays in-depth local knowledge, in order to WOW the guest, promote sales and ensure that all employees are provided with the necessary information to perform their job effectively
  • Updates team/sales on daily guests experience, delivery of daily VIP list.
  • Communicates and reinforces the vision of Yes I can to employees
  • Handles all aspects of guest arrivals including VIPs, check-in and departure.
  • To assist in ensuring all the team members are adhering to the company grooming standards
  • Makes reservations, when necessary, in accordance with hotel's yield management practices
  • Seeks opportunities to improve the guest experience by seeking feedback and developing strategies to improve department and hotel services
  • Ensures all employees adhere to company health, hygiene, safety & emergency procedures
  • Trains, coaches and recognizes staff
  • Communicate performance expectations and provide employees with ongoing feedback
  • Provide employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential
  • Researches local area facilities, which may be of help and interest to guests
  • Ensures that guest service employees are up-to-date with local area knowledge
  • Uses teamwork to support guests and employees
  • Ensures company accounting procedures & security standards are adhered to in lobby operations
  • Maintains awareness of hotel business in all areas of the service excellence team, and assist in other departments where necessary. This may include service in the hotel food and beverage outlets
  • Performs all other duties as required within the Front Office Team
  • Role modeling of company core values, Integrity, Fairness, Fun, Passion, Yes I Can.
  • Partnering with the sales team to assist where necessary to achieve sales targets.
  • Performs other duties required to provide the service brand behavior and genuine hospitality

We Believe In Developing and Delighting Our Hosts So You Will Receive:

  • Competitive Salary
  • Complimentary 2 night stay in a luxury Edwardian Hotel of your choice(after 1 years service)
  • Preferential accommodation rates for all Edwardian Hotels for Hosts, friends and family
  • Discounts on food and beverage up to 50% in all Edwardian restaurants and bars
  • Discounts on Spas and beauty treatments
  • Hot meals and salad bar, teas, coffees and juices provided each day
  • Uniforms provided per role requirement

All Hosts must have valid permission to live and work in the United Kingdom. Verification of documentation will be undertaken as part of the recruitment process.


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