Guest Relations Manager, Fraser Suites

at  Frasers Hospitality

WORKING A 4 ON AND 4 OFF ROTATIONAL PATTERN, THIS ROLE IS A HANDS ON, QUICK PASSED POSITION. AN AVERAGE DAY WOULD RANGE FROM LIAISING WITH OTHER HODS, LOBBY HOSTING AT BUSY TIMES AND ENSURING THAT ALL TASKS ARE COMPLETED.

• To maintain levels of service that consistently exceeds the expectations of our guests & residents 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.
• Overlooking and leading the overall properties team to the highest standards possible.
• To build a culture of feedback sharing and improvements with all teams. All team 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.
• Assist the Front Office Manager in daily tasks and projects
• Coverage of night shifts for holidays and time off.
• To support the Front Office Manager in achieving all set targets and budgets through the year.
• To ensure billing and control of revenues are maintained at all times.
• To respond to feedback, issues and complaints
• Coach and mentor the team to lead our WOW service
• Lobby host and be a point of contact for our team and guests/Residents
• To explore all sales opportunities through up-selling techniques and working with our Senior Sales Manager

What you need

• You have proven experience in a similar role in hospitality.
• Excellent attention to detail and time management skills.
• Great written skills
• Previous knowledge of HMS would be desirable
• Someone who can balance the needs of the business as well as the expectations and experience of a guest
• You are an enthusiastic individual with a passion for customer service.
• Polished with high standards or working
• Leads with an open approach
• Can get the best our of a team
• 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.