Guest Relations Manager

At King Street Townhouse, we deliver beyond 5-star service to create exceptional experiences for our members, guests, and customers. Our ambition is to make every person feel right at home through personalised, tailored interactions that exceed expectations. As a Guest Relations Manager, your role will play a fundamental part in delivering our renowned luxury experiences. Your role will contribute to the overall success of the hotel reputation by consistently going above and beyond, to enhance our guest's satisfaction, and encourage loyalty.

Key Responsibilities:

 The role requires excellent knowledge of Manchester City Centre, as well as having a proactive, conscientious attitude. You will be expected to work harmoniously with the General Manager, Front of House Manager, and each Departmental Head to ensure the constant delivery of exceptional service. The ability to communicate effectively and inter-personally is essential, as well as the ability to creatively problem-solve and resolve conflicts effectively.

• Oversee and coordinate all arrivals and departures of special guests (VIPs, Regular Guests etc)
• Meet, greet and direct guests who enter the Lobby area on our busiest periods.
• Act as the main point of contact for guest enquiries, complaints, and requests. Proactively respond to guests needs and anticipate their unstated ones. Always ensuring a prompt and satisfactory resolution.
• Have a deep understanding of the Manchester's market, and further afield hospitality and restaurant scene and stay up to date on industry trends and best practices in hospitality.
• Representing the hotel's image and becoming the face of the hotel.
• Promote all facilities and be knowledgeable with local recommendations.
• Monitor and respond to all third-party booking platforms and reputation sites.
• Encourage TripAdvisor's, Expedia and Booking.com Reviews, as well as the improvement of rankings.
• Analyse guest and colleague feedback to identify areas for improvement, implementing necessary changes to enhance our guest satisfaction.
• To ensure the delivery of personalised, tailored interactions, develop and maintain a guest record.
• Manage and coordinate the proposal packages we offer from start to finish.
• Coordinate and manage communication between guests and team members and ensure service standards are being met.
• Collaborate with the Front Desk, Housekeeping, Food and Beverage and other departments to ensure smooth operations and guest satisfaction.
• Coordinate guest's special requests and upselling of bedroom packages.
• Drive future direct bookings and monitor reservations that are from previous 3^rd party bookers.
• Train and support the Front of House Team, providing guidance to ensure highest quality of service.
• Encourage the upselling of our services and products across all departments.
• Direct, coach and manage the team to ensure all service standards and operating procedures are adhered to.
• Duty Manager shifts will be required