Guest Relations Manager

at  Rocco Forte Hotels

The Balmoral is located at Edinburgh’s most prestigious address, No. 1 Princes Street, where the Old Town stops and the New Town begins. Our hotel’s majestic clock defines the city’s skyline and since the day we opened in 1902 it has run three minutes fast to ensure our guests will never miss their train.

• Pre-arrival checks and managing guest requests to ensure all needs are met during stay at the hotel and ensuring all profiles in Opera are correct.
• Greet guests and in particular VIP’s of the hotel with a friendly and welcoming demeanour, ensuring a smooth check-in process and addressing any immediate needs and requests.
• Ensuring personalised service by anticipating and responding to guest needs with attention to detail and ensuring personalised experience throughout their stay.
• Work closely with reception desk to coordinate guest needs, ensuring seamless communication and support.
• Collaborate with other operational departments to ensure guest is treated special from in room amenities, pre room arrival check to ensure flawless service throughout the hotel.
• Communicate with all departments regarding VIP guest and requirements.
• Be resolution focused dealing with concerns and complaints promptly and effectively, maintaining a positive and professional attitude at all times.
• Work in conjunction with Concierge to provide information about local attractions, dining options, and activities, assisting with reservations and transportation as needed.
• Ensure the highest standards of cleanliness, presentation, and service in all guest areas.
• Ensure a memorable and heartfelt departure for guests, thanking them for their stay and inviting them to return.
• Encourage and collect guest feedback to continually improve service quality and guest satisfaction