Guest Relations Manager - JW Marriott Grosvenor House

at  Marriott International Inc

Job Number 24141464
Job Category Rooms & Guest Services Operations
Location JW Marriott Grosvenor House London, 86-90 Park Lane, London, London, United Kingdom VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

JOB SUMMARY

The Guest Relations Manager should offer a high level of both proactive and reactive customer service. They are expected to support and follow up with guests’ requests, proactively identify ways that the guests stay can be made memorable as well as building relationships with VIP and high-profile guests offering the highest level of customer service. They should champion customer service within the hotel, strive to make sure that every guest has a seamless experience, enjoyable stay and their expectations exceeded.

• Communication of the guest complaints and follow through to all department heads and Executive office and ensuring that guest remarks are always updated.
• To make sure work is delegated accordingly and followed up within a time specified where required.
• Monitor and control departmental expenses as VIP gifts, stationary etc.
• Recognize and communicate VIP guests and Marriott Bonvoy elite guests. Implement hotels VIP, recognition, and upgrade program appropriately. Ensure property leadership and other departments are aware of any VIP guests, regular guests or guests who experienced challenges during previous stay.
• Compile and distribute list of anticipated services and amenities to relevant departments.
• Maintains high visibility in public areas during peak times, (this could be in the lobby, Executive Lounge, banqueting space or any other area required.)
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Record guest issues in the guest response tracking system and follow up and notify others where required.
• Review comment cards and guest satisfaction results with front office management, identify trends and make suggestions for improvement with a focus on continuous improvement.
• Make pre-arrival, mid-stay, and post-stay calls to guests to ensure needs are met.
• Ensure that any outstanding requests or problems from the previous day receive priority and are resolved. Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Make decisions when dealing with guests and other departments, commit to a course of action with information available.
• Keeps up to date on available resources that can help to better serve customers’ needs and to improve organizational performance. Make suggestions to improve our offering and stay competitive.
• Works to drive guest satisfaction scores but being mindful of department expenses and other hotel goals.
• Respond to requests for special arrangements or services by planning or identifying appropriate providers.

EXPERIENCE:

• Previous experience working within a guest relations/customer experience department or hotel Front Office essential.
• Experience supervising a team preferred.

SKILLS AND KNOWLEDGE:

• Strong communication skills, (verbal, written, listening)
• Customer service orientation and strong interpersonal skills
• Ability to work alone as part of a team.
• Multitasking, organisational skills and time management skills
• Positive demeanour
• Good influencing skills, conflict resolution and negotiation skills.
• Stress management and the ability to make decisions under pressure.
• Dependability and reliability.
• Innovative and pro-active.

Please refer the Job description for details