Guest Relations Manager

Guests Relations Manager

We have an exceptional opportunity to join our Front Office Team at The Lanesborough
.

Awarded No. 1 Hotel in London in the Travel + Leisure World's Best Awards, on the doorstep of Hyde Park, just a short walk from Harrods, Harvey Nichols and London’s most exclusive shopping district;
Sloane Street and Knightsbridge, this grand luxury mansion has undergone an inspired renovation by the famed interior designer Alberto Pinto. The hotel is home to 93 luxurious suites and bedrooms, modern British dining at The Lanesborough Grill, the vibrant Library Bar and Garden Room and the magnificent Lanesborough Club & Spa.

Oetker hotels are true masterpieces located in the world’s most desirable destinations. Each property is a landmark and a timeless icon of elegance. With deep devotion to local culture and community, our Hosts of Choice preserve a tradition of legendary European hospitality and genuine family spirit that began in 1872.

As Guest Relations Manager
, you will have a real pride and passion for what you do, with the ability to build rapport and long-term relationships with our guests. In this role, you will support the Front Office Manager and the Executive Head of Rooms Divisions to establish and maintain marketing objectives, operating criteria, programming, budgeting, VIP guests, associate relations and staff training.

• Ensure a friendly and pleasant environment for all guests ensuring that Guest Recognition is at the forefront of service.
• To act as The Lanesborough’s contact (Ambassador) for business, Embassies and Corporate accounts
• Handle all guest enquiries and complaints in a courteous and effective manner, ensuring all issues are rectified to the guest’s full satisfaction.
• Be proactive with upcoming arrivals and prepare the hotel for stays including liaising with Butlers, Housekeeping, Front Office, and F&B HODs
• Be responsible for providing all guests with exceptional service while maximizing room revenue, productivity and development within the team
• Assume the roles and responsibilities of Hotel Duty Manager as required.

The ideal candidate would be able to demonstrate the following attributes:

• Previous experience in a similar role in a 5
  * establishment is essential and experience in the luxury London market would be preferred.
• Knowledge of driving standards with acute attention to detail and delivery of business strategies.
• You will be required to possess good communication skills, both verbal and written, including complaint handling and resolution.
• Immaculate grooming standards
• Be available, flexible and willing to work a 24h roaster when required
• Extensive knowledge of Opera system is essential

We believe in recognising and valuing the contributions of our team members. To support your wellbeing and growth, we provide a robust reward and benefits package, including:

• Season ticket loan
• Enhanced Pension Scheme
• Life Insurance
• Complimentary dry cleaning
• Safety shoes
• Retail discounts around Victoria, Westminster, Whitehall and the Northbank area

• Complimentary meals on duty
• Cycle to Work scheme
• Flu vaccinations
• Discounted chiropodist and massage treatments
• Substantiality initiates
• Social and sports activities (e.g. football games, running club, yoga & pilates, etc.)
• EAP – Employee Assistance Programme

• Internal transfer and promotion opportunities
• Cross-departmental exposure
• Partnered with industry-leading training providers
• Internal learning gateway
• Free access to e-learning platform offering job-specific training and personal growth courses
• Subsidised professional qualifications and certified training…