Guest Relations Manager

at  The Gleneagle Hotel

The 4* Gleneagle Hotel & INEC Arena Certified as a Great Place to Work for 2023 and 2024 is currently recruiting for Guest Relations Manager with hospitality experience to join its management team. This role will be the lynchpin of our Guest care infrastructure and will participate as part of the senior hotel management team.
This role will suit someone who has previous experience in a management role in 4* or 5* hotel, or has worked in a Guest Relations management role in a hospitality setting.
Shifts are 8 hours between 9 am - 7pm to include some weekend work pre-planned in advance. We are open to working with the successful candidate around hours of work that match with their home life commitments.

Main responsibilities:

• Guest Advocate - to continuously review the guest offering so it meets the expectations of guests inhouse, highlighting to other managers where changes or improvements are needed based on guest feedback or observation.
• Planning - forward planning and managing the workload around business coming in, including rostering, communication to own team and other teams, organising different aspects of the guests stay including social events both within and outside of the hotel and administration to support same, working particularly closely with the call centre and front desk and day porters.
• Teamwork - work closely with all departments to encourage delivery of a seamless guest experience, to maximise the guest overall experience through education, organisation of tours, visits.
• Guest Feedback - manage and co-ordinate the process of guest feedback, ensuring all guest feedback is collected via multiple sources, responded to appropriately and in a timely manner and fed back to the relevant departmental managers to drive continuous improvement
• Manage - to manage the Guest Relations team - overseeing scheduling and execution of pre arrival guest phone calls and all guest communication, rostering, team communication, learning, development & mentoring.

SKILLS AND EXPERIENCE

• 3 years at HOD level in 3, 4 or 5* hotel
• experience with front office systems preferred but not essential
• proven ability to manage a team to its full potential
• exceptional organisational ability, laser focus on attention to detail
• brilliant communicator, able to communicate well with a wide range of stakeholders, proven ability to bring people with you and to bring out the best in them

• Ability to work on own initiative but equally comfortable working as part of a team
  Our offer to you:
  Uniform provided
  Discounted freshly ground coffees, cappuccinos, lattes in our hotel shop

  Equal opportunity for training and career development with the Gleneagle Group

• Paid internal and external training days

• Free use of gym, 25m swimming pool, jacuzzi, steam room, sauna, squash courts, tennis courts, pitch & putt
• Complimentary bus to and from town centre
• Free onsite car parking
• Free meals, tea & coffee on duty
• Discounted leisure club membership for family members
• Special rates for family and friends in our hotels and self-catering properties
• Discounted dining rates for family for special occasions
• Paid online training prior to starting
• Employee referral bonus
• Employee of the Month

• Annual Employee Gala Awards Event

  Annual staff party and children’s party

• Staff discount on gifts in our hotel shop

• 2-night stay for two people in a hotel of your choice after 12 months service
• Discounted tickets for specific INEC or hotel entertainment events
• Access to trained mental health first aiders
• Access to the Quiet Room - our calming space away from the bustle of the hotel

• Guest Advocate - to continuously review the guest offering so it meets the expectations of guests inhouse, highlighting to other managers where changes or improvements are needed based on guest feedback or observation.
• Planning - forward planning and managing the workload around business coming in, including rostering, communication to own team and other teams, organising different aspects of the guests stay including social events both within and outside of the hotel and administration to support same, working particularly closely with the call centre and front desk and day porters.
• Teamwork - work closely with all departments to encourage delivery of a seamless guest experience, to maximise the guest overall experience through education, organisation of tours, visits.
• Guest Feedback - manage and co-ordinate the process of guest feedback, ensuring all guest feedback is collected via multiple sources, responded to appropriately and in a timely manner and fed back to the relevant departmental managers to drive continuous improvement
• Manage - to manage the Guest Relations team - overseeing scheduling and execution of pre arrival guest phone calls and all guest communication, rostering, team communication, learning, development & mentoring