Guest Relations Manager - Sofitel London Heathrow - Arora Hotels

What is the position
What will my position be Guest Relations Manager
What team will I be part of Guest Relations / Front of House
Who will I report to
Front House Manager
Hotel Sofitel London Heathrow – Terminal 5
Location
London Heathrow Airport
Contracted hours
As required by the needs of the business
Salary
£26,000 per annum
What is the hotel like
What will I be doing
What is the hotel looking
for
What benefits will I
receive
Award winning Luxury hotel directly connected to Heathrow
Airport’s terminal 5 with 605 bedrooms and suites, 45 meeting
rooms, 5 restaurants and bars and a luxury spa
The Guest Relations department is responsible ensuring that on
all occasions guests are completely satisfied with their stay and
that the service they receive meets or exceeds their
expectations. The delivery of outstanding customer service to
all guests is paramount to every task they complete.
Specifically, you will be responsible for:
- Manages the complete preparation of all services for
arriving guests and VIP’s, according to Sofitel service
standards.
- Manage and oversee the operation of the Hotels’ Airport
on-site Meet and Greet points (Airside & Landside).
- Manage the Club Millésime operation and oversee the
service delivery of this outlet ensuring that all Brand
Standards are maintained at all times.
- Overall management and awareness of guest satisfaction
programme.
- Allocation and control of VIP costs.
- Working closely with FO departments and concierge to
ensure customer expectations and brand standards are
adhered to.
- Supervise and play a major role in offering memorable
welcome and farewell experiences for the guests.
- Liaise positively with all departments to ensure complete
well-being and luxury experience for the guests.
- Motivate and drive the guest relations team ensuring a
professional and team orientated working environment.
- Previous managerial level experience is preferable
- Demonstrable experience leading a team
- Excellent organization and delegation skills
- Charismatic Lobby presence
- High standard of written and spoken English
- Meals on duty
- Pension and critical illness cover after qualifying periods
- Company and local discounts
- 28 days paid holiday including bank holidays
- Vast learning & development programmes
- Preferential room rates for yourself and family
- Discounted gym membership