Job Description
Druids Glen Hotel and Golf Resort is seeking to hire a Guest Relations Manager to join the Hotel Team. The hours involved will include both early and late shifts and will include mid-week and weekend work. MAIN DUTIES INCLUDE: Ensures that all customers experience on brand, genuine and uncomplicated service. Ensures a proactive approach to customer service by understanding the customer journey and various guest profiles. ensures the hotel achieves the Leading Hotels of the World Quality Assurance targets and that the highest standards of luxury and quality are delivered consistently to our guests; Ensures that the Concierge & Guest Relations teams city knowledge is consistently up to date and shared within the department and the organization. Deliver bespoke itineraries and recommendations based on thorough knowledge of the places of interest for various guest profiles. Manages the administration of the Concierge & Guest Services team from both internal and external sources such as Emails, phone calls & PreCon meetings. Maintain and foster close working relationships with key service providers to ensure a seamless and quality experience for our guests. Demonstrate a positive and can do attitude that is reflected throughout the department. Handle any guest comments and ensure appropriate follow up takes place and is communicated to the relevant departments. To report defective materials and equipment to the appropriate departments Acting as Manager on Duty and covering Duty Manager shifts as required. Develop and manage the Concierge and Guest Services team. Ensures that the team perform in accordance with the hotel SOP guidelines & Brand Standards, while at the same time challenge these guidelines and suggest improvements. Attend departmental meetings to include a review of procedures and events which warrant special handling and detailed information. Ensures efficient communication within the department and throughout the hotel. Selects, leads and develops a successful and inspiring team of high potential employees and manages their performance and progress. Ensures that the Concierge team understand and comply with the Hotel strategy and positioning. Identifies and addresses the departmental training needs. Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance. Ensure employees are properly trained on quality and service standards, has the necessary tools and equipment, and is empowered to carry out job duties. Monitor local competitors and industry trends. Conduct performance or disciplinary related reviews with direct reports as necessary on a timely basis. Conduct personnel related functions such as interviewing, appraising, and counselling and succession planning to ensure appropriate staffing and productivity. In return, we also offer excellent employee benefits including: Career Development and Training Length of Service Rewards Internal Training Rewards Upselling & Other Departmental Rewards Discounted Spa treatments Educational Assistance for Hospitality & other professional courses On-site Gym Bike to work scheme & other commuter plans Meals during shifts Free on site tea/coffee Free parking Healthy Snacks Staff Discounts on accommodation in our Sister Properties Opportunities for advancement & Career Development Achievers of the Year Leaders of the Quarter Achievers of the Month Departmental Star of the Month Employee Referral Bonus Complimentary Golf Team & Departmental Rewards The success of any hotel comes, not with the decor and elaborate rooms, but from the friendliness and courtesy of the associates it employs.The success of Druids Glen Resort, we believe, depends on the commitment of each member of the team to practice teamwork, mutual respect, responsibility and professionalism. If you have previous experience and would be interested in the opportunity of career advancement within a 5 Star property contact us today. Druids Glen is an equal opportunities employer. Skills: Customer Service Friendly Approachable