Guest Relations Manager

Guest Relations Manager - Clayton Hotel Manchester Airport

We have an exciting opportunity for an experienced Guest Relations Manager in the Clayton Hotel Manchester Airport.

With 365 bedrooms, 17 Meeting and Events rooms, our vibrant Aviator Bar and Grill Restaurant, this is a 24/7 property where you will never be bored!

This is a great chance for you to join the fastest growing hotel chain in the UK, with multiple new hotels in the pipeline and tons of developmental opportunities and extra benefits for all team members!

For all staff we are offering excellent local benefits and incentive schemes!

Objective of the Role

To ensure guest satisfaction both pro-actively and reactively. To increase standing on TripAdvisor by encouraging satisfied guests to put a positive review on TripAdvisor web site. To collate complaints from TripAdvisor, Comment cards and the Optimus report and present these complaints at the weekly complaints meeting. To follow up with dissatisfied guests, offer compensation were required; all of which must be confirmed in writing to the guest.

Key Duties and Responsibilities

• To ensure guest satisfaction both pro-actively and reactively
• To increase standing on TripAdvisor by encouraging satisfied guests to put a positive review on TripAdvisor web site.
• To collate complaints from TripAdvisor, Trust You, Comment cards and Optimus reports.
• Check the Optimus sheet daily.
• Email a copy of the Complaints sheet to the department heads and discuss what corrective training needs to be carried out.

Requirements:

• Proven experience as a Guest Relations Officer/ Manager
• Familiarity with hospitality industry standards
• Proficiency in English; knowledge of additional languages is a plus
• Computer literacy
• A customer-oriented and professional attitude
• An outgoing personality
• Outstanding communication abilities
• Excellent organisational and time-management skills

About our culture:

Dalata Hotel Group – Ireland's largest hotel group has a number of exciting positions on the horizon. As Dalata continues to grow and expand in Ireland and the UK it's more important than ever to have the right team alongside us, in the near future we will be opening the doors of new hotels creating many jobs and investing millions in the Irish and UK economy.

We lead through our Dalata values of “Our People, Our Fairness, Our Service and Our Individuality”. If you have the right attitude and energy you will have great opportunities to progress within the group. Our company is a place where you can do great things – individually and as a team. You will have the opportunity to develop your talent, be recognised and rewarded for your commitment and pursue a fulfilling career. We also have a number of unique and recognised training programmes to aid your professional and personal development and pride ourselves on creating an objective, supportive and fair working environment for our employees.

Dalata Hotel Group Plc is an Equal Opportunities Employer.

AMRT1_UKCT