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Senior Guest Relations Manager

Country: UK

City: London

Hotel/Office/Restaurant: 5 & 33

Department: Accounting / Finance

Type of employment: Casual

Level: Management

Date posted: 26/09/2018

Closing date: 25/03/2019

This vacancy has now expired.

Love providing great service and being part of uplifting moments? Take the next step in your career with us as a Senior Guest Relations Manager at Park Plaza Westminster Bridge Hotel. Park Plaza is the ideal location for you to develop your skills as Senior Guest Relations Manager and shine in a collaborative team environment.

At Park Plaza we love to celebrate the individual. We believe every one of our team members has a contribution to make and personal touch to share with our guests and colleagues. We’re always striving for excellence and know that as we invest in our team members, they’ll invest in us. For an engaging work environment where the little things are celebrated along with the major milestones, you’ve come to the right place.

Main role and objectives:

As a Senior Guest Relations Manager at Park Plaza Westminster Bridge Hotel your main role will be to supervise the Guest Relations Team and to ensure that the service is to the required standard and meets the Park Plaza Brand Audit Standards.

Your responsibilities will include:

- Ensure that the Guest Relations team provide efficient, prompt, trouble free and courteous service to our guests

- Maintain and enhance the relationships between the hotel and our VIPs, Club Carlson and regular guests, as well as supporting those guests in resolving any service recovery issue

- Ensure that Medallia and other guest feedback systems are monitored and feedback is provided to the relevant Heads of Departments to ensure that the guest experience is consistently being reviewed

- Review regularly the service provided by the Guest Relations department with the Guest Relations and Front of House management team and implement relevant changes


What we are looking for:

The ideal Senior Guest Relations Manager will:

- Understand the role of Guest Relations and is experienced in dealing with guest complaints

- Have supervisory skills

- Have experienced in hospitality and has working knowledge on how a hotel runs

- Be able to work flexible hours including evenings and weekends

- Have excellent customer service skills and is passionate about exceeding guest expectations

- Be able to work in a fast paced working environment and remain calm under pressure

- Possess a good command of English and has excellent communication skills (written and verbal)

- Have excellent interpersonal, communication and presentation skills and be able to connect with other live up to our mission statement: Inspiring our guests through individuality and passion!

Park Plaza isn’t just a great place to work - it’s a great place to take your career to the next level! We love seeing our team members fulfil their potential and always work together to achieve more with our learning & development offering, enhanced training and competitive salary and benefits.

You will be invited to an “Inspiring Stay” in your hotel, so that you can live the experience and you will also benefit from our Employee and Friends & Family rates available in all Park Plaza and Carlson Rezidor hotels worldwide!

From the everyday uplifting moments to huge achievements and everything in between, we’re there every step of the way. Park Plaza. Be part of it.


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