GUEST RELATIONS MANAGER, FRASER SUITES

Frasers Hospitality, a member of Frasers Property Group, is a global hospitality leader. As the world’s leading brand in serviced apartments and hotel residences, we deliver gold standard hospitality in cities across Asia, Australia, Europe, the Middle East and Africa. A true global brand with a friendly feel, our staff are connected through our shared vision and four core values, collaborative, real, respectful, and progressive. Passionate about promoting from within, our culture is one which is fostered by the continual learning and development needs of our staff.
Frasers Hospitality owns and operates 7 properties in the UK. Brands include Fraser Suites, Fraser Place and Fraser Residence, as well as Park International Hotel. These perfectly located properties can be found in London, Edinburgh and Glasgow providing guests with a comfortable and luxurious experience. Perfect for both business and leisure travellers, our accommodations are available for both short and long stays.

• To maintain levels of service that consistently exceeds the expectations of our guests and ensure we are giving positive memorable experiences for our guests
• Provide leadership and support to all members of the Front Office team, ensuring they are equipped to fulfil their duties whilst being the Management representative during these hours.
• To build a culture of feedback sharing and improvements with all teams. All staff should recognise feedback, good or bad, as a gift to utilise and own.
• To maintain levels of service that consistently exceeds the expectations of our guests and ensure we are giving positive memorable experiences for our guests
• To understand the importance of music, lighting, temperature, flowers, cleanliness and language in the department to ensure the correct ambience is maintained at all times, and to work to the Standard Operational Procedures at all times.
• To ensure all Front office meets targets.
• To support the Front of House Manager in achieving all set targets and budgets through the year.
• To ensure billing and control of revenues are maintained at all times.
• To explore all sales opportunities through up-selling techniques and working with our Senior Sales Manager
• This position is based on a 4 on 4 off 12 hours shift basis

What you need

• You have proven experience in a similar role.
• Excellent attention to detail and time management skills.
• You are an enthusiastic individual with a passion for customer service.
• You enjoy working as part of a team who all share the same passion – to create memories that our guests will remember.
• You would like to build upon your leadership and team management skills.
• To ensure effective daily communication with Front of House, Maintenance and Housekeeping along with the senior Management Team.

You have proven experience in a similar role with excellent communication skills, being able to lead and inspire people to be their best. You are an enthusiastic individual with a passion for customer service who will enjoy working as part of an amazing team who all share the same passion – to create memories that our guests will remember. You have a hands-on attitude with attention to detail and experience in working in the Front Office Department. If you are an excellent communicator and problem solver this role will help you develop these skills further, bridging communication between customer and management. Please note to be considered for this role you must be eligible to work in the UK.
To prioritise and elevate the guest ‘customer’ experience across all levels of the hotel. As Front of House is our most guest focussed area, you will take the lead from there. You’ll be responsible for ensuring all staff are offering world class service to our guests and maintaining the ‘Frasers Standard’ across all departments in the property. You’ll be a direct support to the FOH Management and Operations Manager who you will report directly to.
You’ll support each Head of Department to improve / maintain the highest of service standards to ensure we lead with a guest first mentality. We want all guests to experience our ‘Wow’ service and dive memorable experiences our guests will remember and value. To control the resources, manage the processes and cultivate the understanding of the Front Office throughout the hotel. Your role will also require you to develop and maintain the respect of the staff and management and to build and develop a culture of rapport with our customers.