Guest Relations Manager -St. Pancras London Autograph Collection

Position Summary Guest Relations Manager(GRM) is responsible for the experience of all hotel guests through the planning and delivery of the highest levels of hospitality and service. The GRM is accountable for two areas; the Guest Experience department which encompasses Concierge (Guest Experience Associates) & luggage porters; the GRM will oversee a large vital team. Specific Duties

The Guest Experience department is responsible for elevating the key touch points that VIP guests encounter during their stay. The GRM will lead the hotels’ VIP program from pre-arrival, to the on-property experience and departure. This includes identifying and classifying VIP’s and tailoring an experience that is personalized and pulls through the Renaissance core values: intriguing, indigenous and independent. The GRM is a key leader within the room’s division department and is also required to support the duty management program. Lead the Front Office department on the absence of the FOM Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Serves as a leader in displaying outstanding hospitality skills. Empowers employees to provide excellent customer service. Observes service behaviours of employees and provides feedback to individuals. Maintains high visibility in public areas during peak times. Provides immediate assistance to guests as requested. Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction. Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others

Managing Guest Experience and Front Desk Operations

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Encourages and builds mutual trust, respect, and cooperation among team members. Serves as a role model to demonstrate appropriate behaviours. Supervises and manages employees. Understanding employee positions well enough to perform duties in employees' absence.

Maintaining Guest Experience and Front Desk Goals

Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Develops specific goals and plans to prioritize, organize, and accomplish your work. Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Ensuring and Providing Exceptional Customer Service

Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved. Serves as a leader in displaying outstanding hospitality skills. Sets a positive example for guest relations. Empowers employees to provide excellent customer service. Observes service behaviours of employees and provides feedback to individuals. Maintains high visibility in public areas during peak times. Provides immediate assistance to guests as requested. Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction. Records guest issues in the guest response tracking system. Reviews comment cards and guest satisfaction results with employees.

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Oversees the Concierge/Guest Experience operations to ensure the team take and confirm reservations and