Hotel Guest Relations Manager

Job Description

We are seeking a dynamic and experienced Hotel Guest Relations Manager to lead our guest services team in Bolton. The ideal candidate will be passionate about customer satisfaction and have a proven track record in hospitality. This role requires exceptional communication skills, the ability to resolve guest issues efficiently, and a commitment to enhancing the overall guest experience.

Responsibilities

• Act as the primary point of contact for guest-related matters.
• Ensure timely and effective communication among all departments.
• Manage the guest services budget and control costs.
• Work with marketing to promote hotel services and events to guests.
• Participate in hotel management meetings to discuss performance and strategies.

Requirements

Education

• Bachelor's degree in Business Administration or a related field
• Postgraduate degree is a plus

Experience

• 5 years of progressive experience in guest relations or hotel management

Technical Skills

• Data Analysis
• Crisis Management

Soft Skills

• Empathy
• Negotiation Skills

Certifications

• Customer Service Certification
• Hospitality Safety Certification

Languages

• English: Fluent

Advantageous

• Knowledge of local attractions and events: Ability to recommend activities and destinations for guests.
• Experience with upselling hotel services: Ability to increase revenue through value-added services.

Benefits

• Comprehensive health and wellness programs
• Pension scheme with employer contributions
• Discounts on hotel stays and services
• Annual team-building activities

Company Culture

• Team Collaboration: We encourage collaboration across departments to create a seamless guest experience.
• Innovative Environment: Our hotel is a hub of creativity where new ideas are welcome.
• Commitment to Excellence: We strive for excellence in every aspect of our operations.