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About the Role

The Chelsea Harbour Hotel is seeking a dynamic and energetic Guest Relations Manager passionate about creating memorable moments, with attention to detail and a focus on personalized guest service. This role is responsible for the overall operation of the front office and assuming responsibility for the hotel.

Responsibilities

• Drive high levels of service, satisfaction, and loyalty amongst guests, acting as the primary contact for guests, especially VIPs.
• Serve as the proactive point of contact for guests before, during, and after their stay.
• Lead communication regarding guests throughout the hotel, liaising professionally and timely with all departments.
• Care for suite guests, special occasion guests, and long-stay guests.
• Meet and entertain guests and VIPs, building relationships to encourage repeat business.
• Analyze, review, and respond to social media and guest feedback platforms within 48 hours, identifying areas for improvement.
• Monitor, communicate, and follow up on guest complaints.
• Maintain and update guest history and profiles with accurate information.
• Track and drive the hotel's guest return ratio, fostering guest loyalty.
• Refresh and drive the VIP program and standards, continuously reviewing its performance.
• Oversee the look, feel, and service of the hotel lobby.
• Assist Front Office with check-in and check-out during peak periods.
• Promote the hotel’s facilities to all guests and visitors.
• Assist with hotel showrounds.

Requirements

• Ability to multitask
• Knowledge of Opera
• Skill in communication
• Skill in guest service
• Personable
• Flexible
• Calm under pressure
• Approachable
• Focused

Skills

• Opera
• Communication
• Guest service

Location

• SW10 0XG

Work Type

• Full-time

Experience Level

• Not specified

Education Level

• Not specified

Salary/Compensations

• up to £32000 pa

Benefits

• Social Events, Wellbeing and Team Activities
• Training and development
• Cash Health Plan cover option available
• Pension Salary Sacrifice Scheme
• Career development and salary reviews
• Interest free Season Ticket Loan Scheme
• 1 Volunteer Days per year
• Complimentary meals prepared by chefs
• Length of Service related holiday scheme
• Discount on Accommodation worldwide
• Discount on 50% Food and Beverage Outlets
• Life Assurance
• Recommend a Friend Scheme

About the Company

• Millennium Hotels and Resorts owns and operates a portfolio of over 120 hotels worldwide.
• Properties are placed into collections: Leng’s Collection, M Social Collection, Millennium Collection, Copthorne Collection and The Biltmore.
• Each collection has its own distinct personality, character and clearly defined hotel brands within it.
• Offers real opportunities to develop and gain promotion within the industry.

Equal Opportunity

• Not specified