Guest Relations Manager

at  Mount Juliet Estate

To provide excellent guest service and genuine hospitality in line with company standard. To lead and inspire the concierge and room and porterage team to surpass guests expectations while understanding and fulfilling hotel budget expectations.

MAIN DUTIES:

• Develop relationships with high value guests and create a customer database of repeat and noteworthy guests which should be highlighted to the entire Management team.
• Manage rostering, training and development of the porterage and concierge team
• Provide training to the extended concierge team including sales and the front desk team where appropriate.
• Provide training on the history of the estate at all induction meetings and to all relevant departments.
• Porter to explain the orientation of the bedroom after check in and highlight safety and a brief history on route to bedrooms (e.g. fire exits) and follows up with a welcome call.
• To act as an extension of the sales team
• To be aware of and recognise and acknowledge “regular and repeat” guests and to encourage repeat business, actively taking an interest in passing on possible sales leads and other relevant intelligence.
• Ensure the guests is welcomed as soon as they arrive with great care and attention.
• Ensure guest services are offered on arrival and departure including, valet, handling of luggage, walked to room and guest services explained to up sell our Estate facilities.
• To undertake the role of Manager on Duty for the hotel according to the Management Roster.
• To ensure all employees make a follow up call to the guests room after check in to ensure guest satisfaction.
• To invite guests to complete our customer survey before they depart to monitor guest standards and key learnings.
• To support the events team in upselling key functions including weddings and large events.
• To conduct Estate tours to showcase the Estate.
• To monitor the arrivals lists and be aware of impending VIP arrivals.
• To be knowledgeable of the contents of the Management log book at reception and to update accordingly highlighting with guest concerns ad to advise the Senior Management team of all complaints and how they have been managed.
• Helps encourage customer loyalty by building friendly, personalised relationships
• Ensures that administrative procedures do not take precedence over guest relations
• Handles any guest complaints and/or remarks; provides a response as soon as possible
• Passes information on as necessary to other departments (floor staff, technical etc.) and to other members of the guest services team
• To pro-actively seek feedback, taking action on comments raised in order to ensure that we maintain and build long-term customer partnerships.
• To handle complaints promptly and professionally, demonstrating genuine care and concern.

OTHER DUTIES

• To provide training to relevant employees to ensure the highest level of customer care is demonstrated to every guest.
• To ensure that the hotel is communicated to on a daily basis in regards to V.I.P’s, Arrivals and Management to greet etc.
• To maintain departmental brand standards.
• To ensure security of all property and stocks and that all keys are included in office key system.
• To maintain the cleanliness and hygiene of the department, it’s fixtures, fittings and equipment.
• To demonstrate a high standard of personal appearance, always wearing the full and correct uniform and ensuring good personal hygiene
• To ensure all legal and statutory regulations and responsibilities are met in order to maintain a safe working environment for yourself, your colleagues and our customers.
• To attend all necessary internal hotel meetings, i.e. function sheet meetings, operation meetings etc., to fully represent the Revenue department when needed
• To be actively motivated in sales projects, including FAM trips and client evenings/lunches.